PayPal Mobile

Research / Product Design / Lorem ipsum

PayPal Mobile

With the departure from eBay, PayPal was introduced to a whole new spectrum of opportunities.

1. Moving from casual sellers to consumers.

2. Identifying a new brand expression and identity.

3. Finding a voice and tone that speaks to 203 countries across 26 languages in 100 currencies.

4. Legacy mobile app approaching deprecation (after 2 years of supporting casual sellers).

5. Large number of happy (and not so happy) customers.

6. New markets and segments to focus on.

7. Ability to set standards for a new mobile payments platform.

2 design team leads
1 Producer
1 art director
2 content designers
5 product designers
3 foundation designers
3 design technologists
2 user researchers
12 product managers
6 dev leads
1 PMO
1 Delivery manager
6 regions

My role: Oversight and contribution to the overall design framework and architecture, design process and delivery.

Rolls and responsibilities

Hypothesis

1. Lower the risk of isolating current customers by keeping current functionality intact and adding new funtionality where relevant with new customers.

2. Fail fast and early, test drive front and backend restraints to help shape a release plan that is more easily managed across a broad range of markets.

3. Take a mobile first approach to define a new brand expression that covers the broad range of values and product capabilities under one umbrella that can eventually extend to online as well.

Solution

We delivered a baseline app in the US market, leveraging core components and processes established for marketing, patterns, design language, front and backend code that could be easily deployed in 203 countries, in 100 currencies, and in 26 languages over 9 months.

Results

15 unique users per second with one-third more Order Ahead transactions made on the app post-launch.

18 million consumers opted-in for One Touch payments in 143 markets globally.