After nearly 2 decades as eBay’s default payment provider, PayPal was spun off to compete in a rapidly evolving market. To survive, this large and complex organisation required agility and experiences that attracted merchants and consumers alike.
PayPal recognised the need for mapping existing customer experiences. This starting point would identify pain points and opportunities, from which journey enhancements could be proposed, designed, tested and implemented.
Leading the UX team at PayPal’s digital agency, I designed a workshop framework that was delivered in Berlin, London and New York. The workshops were flexed to accommodate consumer and merchant work streams and include add ons such as design sprints.
The workshops were designed to be completed within a working day. However, there was much preparation by my team and client stakeholders to prepare customer insights, competitor analysis and experience audits that would be presented on the day.
I also created a series of workshop exercise materials that were customised for each event and each specific group of attendees.
Whilst the PayPal CX maps were some of the more heavy duty projects I have been responsible for, I have enjoyed working with other brand teams to produce game-changing documentation.
These maps were also printed out as large format posters and often found pride of place on client office walls, where they would be regularly referenced.