PayPal financial services
Role: visual Design Lead | sr UX Designer
Designed the end-to-end experience for a new PayPal product that provides bank-like features to millions of users who are currently unbanked or underbanked. These new features include direct deposit, FDIC insurance, savings goals and a PayPal debit card with cash back rewards.
Responsibilities included defining the product, architecting its integration with existing PayPal products, and validating the product meets the needs of our target market segment through user testing.
“28 percent of the U.S. population, or about 88 million people, are either unbanked (they have no checking or savings account) or underbanked (they have some relationship with an insured financial institution but still rely on minimally regulated alternative financial service providers such as check-cashing storefronts or payday lenders).”
Target market segments
summary
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before/after upgrade
This cross-platform product was positioned as a voluntary account upgrade, offering customers bank-like features such as depositing paychecks directly into their FDIC-insured PayPal account, setting aside money using goals, and earning 0.5% cash back with their new PayPal Anywhere Debit Card.
paypal account upgrade
To upgrade, customers must confirm their date of birth, Social Security Number (SSN) and home address. Recognizing that this information is highly personal and can often deter customers from proceeding, advocated to have customers enter only the last 4 digits of their SSN rather than the full 9 digits. Validated this concern through usability testing and successfully convinced product managers and stakeholders to change this requirement to maximize conversion.
direct deposit
Once upgraded, customers now have an account and routing number associated with their PayPal account, allowing them to set up direct deposit with their employer. While this was the minimum viable product for the initial launch, future iterations would focus on giving customers control over how they’d like to allocate their paycheck within their PayPal balances and savings goals.
PayPal Anywhere Card
After upgrading their account, customers receive their new PayPal Anywhere Debit Card within 7-12 business days. They must then activate their card online by creating a PIN and setting up an optional backup payment method.
Once activated, customers can earn 0.5% unlimited cash back on all their in-store purchases, which automatically gets deposited into their PayPal balance at the beginning of each month. They can easily track their cash back earned on each purchase through their transaction details.
financial goal
Customers can now set aside money, save for something or budget their spending through money goals. Each goal can be personalized with a name, an optional target amount, and a photo or icon.
Customers can easily track their progress towards their target amount, and can add money through one-time transfers or set up automatic transfers. When customers reach their goal, we celebrate their accomplishment with colorful, falling confetti and mark the last transaction with a trophy.
PayPal app after upgrade
This product is integrated into the PayPal app using a combination of native and hybrid web app experiences, which significantly reduces the time and engineering resources needed in order to meet aggressive project deadlines. The main features are built natively into the app, whereas complex flows open in a web browser wrapped inside the app.
