Upon assuming leadership of PayPal's account servicing design, I determined that the framework for the "wallet" (where users link their financial instruments) had poor usability and would not support future products and services. Over 12 million customers manage their PayPal wallet every month. I influenced Product and Engineering to prioritize a redesign of this core component of the PayPal account, resulting in a significant reduction in related customer service calls.
Issues with the previous wallet design included:
To kick off this significant project, I facilitated a design jam with Product, Engineering, and my team. This helped make the project successful because:
The redesigned Wallet is live today. Results are showing a significant decline in Customer Service calls related to funding instrument management, and we are using the new framework to design our next generation products.