WORK/PAYPAL
Send payments securely to anywhere in the world.
PayPal is the most widely used online payment platform. Even so, it shows a large number of dissatisfied users and delivers a poor user experience.
Client
Case Study
Industry
Finances
Services
Product Design
Period
2024
01
1.1 Discovery
Understand contexts, user needs and motivations
01
1.1 Discovery
Identify common user opinions* and app issues
*Data collected by Trustpilot with a 1.3 stars average (29,106 total)
01
1.2 Definition
Define problem from mapped contexts
Inconsistent Design and Complex Navigation
While PayPal’s app offers great functionality, navigating it can sometimes feel a bit complicated. Besides that, you might notice some differences in design elements and styles across various screens. Recently, PayPal underwent a rebranding effort aimed at enhancing and streamlining their global identity across visual, verbal, and sonic aspects, as shared by Gretel, the design studio behind the update.
As a result, some screens have been refreshed to align with the new design, while others haven't yet caught up. This inconsistency could potentially confuse users and require them to put in more mental effort to navigate smoothly.
Lack of Transparency
Feedback from PayPal users often highlights the confusion surrounding its fee structure. Many users find it unclear how much they’ll be charged, especially when making transfers in different currencies. While the app mentions the possibility of fees, it lacks transparency in specifying the exact amount.
Similarly, when receiving transfers in foreign currencies, the app only displays the total fee (without breaking down the cost per transaction) only if you go into the transaction details.
Account and Support Limitations
Many PayPal users have shared that they face challenges when trying to reach out to customer support for help with account issues or questions. The response time is slow and not effective.
Additionally, there are instances where PayPal may freeze or limit accounts due to suspected fraudulent activity or violations of their terms of service. While these measures aim to bring security, they can be frustrating, especially when there's no immediate solution and limited communication with support.
Moreover, it's worth noting that changing your password is only possible in PayPal's desktop mode, which can be inconvenient for users who primarily use the app.
02
2.1 Ideation
Define solution
02
2.2 Mapping
Navigation and user flow
03
3.1 Style Guide
Components, colors and typography
03
3.1 Prototype
Redesign
1. Inconsistent Design
2. Complex Navigation
In an effort to simplify navigation, Transactions have been relocated from the Wallet to the main menu for easier access, recognizing its significance to users. Additionally, the send and request buttons can now be found in the home, payments, and transactions sections for added convenience.
In addition to streamlining transactions, menu options have been updated to facilitate quicker access to help resources and easily find account and app preferences.
3. Lack of Transparency
To enhance transparency, users can now effortlessly visualize each fee and tax associated with their transfers, providing clarity and confidence in their financial transactions. Moreover, whether sending or receiving payments, the ability to readily view the total fee within transactions, without navigating to a details page, streamlines the process and enhances user experience.
These improvements reflect to empowering users with comprehensive insights and seamless interactions within the platform, fostering trust and efficiency in managing their finances.
4. Account and Support Limitations
To empower users with control over their accounts, now they can redefine their passwords directly within the app interface, eliminating the need to switch to a desktop version. Additionally, the menu structure was revamped, organizing information into similar topics rather than presenting users with a list of options.
All settings are now accessible within the app itself, eliminating the reliance on web views for configuration changes. Moreover, the support process is easier by enabling users to effortlessly initiate a chat with support representatives directly within the app, ensuring prompt assistance whenever needed.
