From 2013 through late 2016, I led the design team responsible for all aspects of the PayPal consumer web account servicing. This includes Summary, Activity, Wallet, and Settings. Globally, we have over 45 million monthly visitors who manage some aspect of their account. During my time leading the consumer web design team, we significantly improved activation, engagement, and reduced customer service calls.
The Summary page is the first page users see when logging into their account and is by far the most frequently visited page. The designers on my team who worked on this page were responsible for optimizing the page to drive customer engagement for a range of use cases. Several of our projects significantly improved key performance indicators. (See details in new user engagement.)
Checking account activity is the most common reason a user will log into their account. My team worked on numerous features and enhancements to account activity including intelligent search, advanced filtering, actions in transaction details, and many more customer-requested features. All together, we helped our customers better find, understand and take action on their PayPal transactions.
Every month, over 12 million customers around the world manage their financial instruments linked to their PayPal account. My team created the designs for linking cards and banks in every country around the world (see more details about link bank) . We also led a major redesign of the container for these cards and banks (see more details about wallet redesign). A digital wallet serves as a core part of how PayPal works. Without linked financial instruments, customers cannot access many PayPal services.
While not a direct driver of key financial performance indicators, settings helps a users customize their PayPal account to suit their needs, indirectly helping with engagement. Each month, over 7 million users update some aspect of their account settings such as changing their notification preferences, updating their email or password.