PayPal web redesign

Role: visual Design Lead | UX Design Lead for Summary

Led the UI design for the major redesign of PayPal's consumer website, which launched globally to 24 countries and 154 million customers in May 2014.

The original website had 194 words, 54 links and buttons, 14 distinct components, and was not optimized for mobile. This redesign focused on simplifying the customer interface, responsive web design, and incorporating mobile first methodology.

“PayPal.com just got an app-inspired face-lift designed to make it easier for you to check your balance, transfer money, and — most importantly for PayPal — do business with its merchant partners.”

— Dan Tynan, Yahoo Tech

Redesigning PayPal.com

summary

The original PayPal.com home landing page was cluttered with links, marketing ads, and other UI elements that competed for the customer’s attention.

The redesigned Summary page provides customers with a snapshot of the information most relevant to them (i.e. their PayPal balance, wallet, and activity). It also features a bold banner dedicated to increasing customer engagement including account completion and marketing of features.

activity

The old Activity page had unnecessary redundant info and lacked visual hierarchy. The redesigned Activity page groups transactions within pending or completed sections for easier scannability and to eliminate redundancy.

TRANSACTION DETAILS

The old transaction details was full of unnecessary information and difficult to scan through and comprehend. The redesigned transaction details groups the information in logical sections, uses friendlier language and has a simplified layout.

Wallet

The old wallet page was tucked within the user's profile and hard to locate. The redesigned wallet page provides a dedicated space where a customer can get a quick snapshot of their PayPal balance and linked accounts.

“Nicky’s most significant contribution? Hmmm...let me think. Well, she single-handedly designed the look and feel for the new logged-in PayPal experience to be rolled out globally in 2014 (and did so in about 2 weeks time)...so there’s that!”

— Coworker at PayPal

Responsive web

Placeholder content.

“I have not seen a visual designer or many designers in general take the lead like you do when provided little to no direction on frequent occasions. Your wonderful attitude, persistence, and passion are key to this team’s success and the project’s success.”

— Coworker at PayPal

Summary, engagement module

account completion

Designed a module that encourages customers to complete their account setup. This module produced a 27% increase in overall account completion, 18% increase in account completion among new customers, and a 12% increase in customers linking their bank.

post-account completion

Concept for continuing to increase customer engagement post 100% account setup completion through gamification using badges.

post-account completion

Designed an enclosed yet prominent space for marketing to promote new products and educate customers. The concept was to have all three circles within the blue bar frequently switch out based on various marketing campaigns and product testing.

However, the "Pay or Send Money" placement on the blue bar was so successful in increasing the number of person to person transactions that it now has earned a permanent spot on the marketing bar.

PayPal web redesign

Role: visual Design Lead | UX Design Lead for Summary

Redesigning PayPal.com

summary

activity

The old Activity page had unnecessary redundant info and lacked visual hierarchy. The redesigned Activity page groups transactions within pending or completed sections for easier scannability and to eliminate redundancy.

TRANSACTION DETAILS

The old transaction details was full of unnecessary information and difficult to scan through and comprehend. The redesigned transaction details groups the information in logical sections, uses friendlier language and has a simplified layout.

Wallet

The old wallet page was tucked within the user's profile and hard to locate. The redesigned wallet page provides a dedicated space where a customer can get a quick snapshot of their PayPal balance and linked accounts.

Responsive web

Placeholder content.

Summary, engagement module

account completion

Designed a module that encourages customers to complete their account setup. This module produced a 27% increase in overall account completion, 18% increase in account completion among new customers, and a 12% increase in customers linking their bank.

post-account completion

Concept for continuing to increase customer engagement post 100% account setup completion through gamification using badges.

post-account completion

Designed an enclosed yet prominent space for marketing to promote new products and educate customers. The concept was to have all three circles within the blue bar frequently switch out based on various marketing campaigns and product testing.

However, the "Pay or Send Money" placement on the blue bar was so successful in increasing the number of person to person transactions that it now has earned a permanent spot on the marketing bar.

marketing guidelines

Designed a marketing guidelines document to educate PayPal's marketing team on the best practices for designing successful campaigns in this space.