PROBLEM STATEMENT
PayPal new customer onboarding and retention lacked direction and a consistent UX to successfully help people create and fund new accounts.
GOALS
- Optimize new customer onboarding to reduce abandonment rate and increase account funding conversions.
- Align with senior stakeholders to evaluate current success metrics ensuring roll up to key OKRs.
- Grow PayPal's new customer base by minimum 25%.
DESIGN RESEARCH
- Inventoried existing onboarding experience.
- Audit resulted in aligned product scopes and customer retention opportunities.
- Created high level journey map from preliminary discovery.
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I began with information architecture and mobile prototype screen inventory.
DESIGN PROCESS
- Thoroughly sketched in pencil intended results and necessary application states for desired optimal UX.
- After preliminary sketches were approved I quickly moved to a high fidelity clickable prototype.
- Reviewed prototype with agile engineering team to ensure progress towards MVP.
I began by sketching my ideas for a lo-fi test, iterated into annotated wireframes.
SUCCESSFUL OUTCOMES
- Successfully achieved 25% decrease in project targets to reduce abandonment rates.
- Maintained cohesion with engineering teams to ensure < 2% UI bug rate.