PayPal

Connecting Users to Value: A New Benefits Platform

Role: Senior Product Designer

Overview

PayPal offers more than just a seamless way to shop using a username and password—it also provides a suite of benefits. However, users often struggled to understand or take advantage of these offerings. Through strategic design and user testing, we developed a unified site where both new and existing users can easily discover, enroll in, and manage PayPal’s benefits.

Problem

"I just signed up for PayPal, but what are the benefits?"

New users were often unaware of the value PayPal provides beyond transactions. Existing users found it challenging to explore and manage benefits effectively.

Solution

A single, user-friendly site that allows:

Easy viewing of all PayPal benefits
Simple enrollment and management of benefits
Learning opportunities to better understand how PayPal works

Research

Card Sorting Exercises

Users completed card sorting exercises to help categorize PayPal’s benefits and interacted with high-fidelity prototypes for design feedback.

Research

Prototype Testing

Users interacted with high-fidelity prototypes to provide feedback on usability and design.

Research

Findings

"This doesn’t exist already?"

Users were surprised PayPal didn't already have such a centralized benefits hub.

"It feels like a settings page."

Early designs needed to feel less like a generic settings menu and more engaging.

"Looks great, but how do I use PayPal?"

Users wanted guidance on using PayPal in addition to understanding its benefits.

Key categories emerged during card sorting:

Protection (e.g., purchase protection)
Rewards (e.g., cashback offers)
Convenience (e.g., streamlined checkout options)

Design

Designing for Engagement and Education

Added general education about PayPal for new users.
Organized benefits into user-validated categories: Protection, Rewards, and Convenience.
Designed an intuitive, engaging interface to encourage exploration and enrollment.