PayPal
Designing for PayPal’s customer success experiences means finding the best solutions for customers that need help.
Contact PayPal
Previous Experience
The User Problem — Customers had difficulty discovering and navigating the contact experience because it prioritized abatement over contact information.
Competitive Research
Ideation
Solutions
The new contact experience feels friendlier and the information is more prominent. Contact information is based on the customer’s intent and their urgency.
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When a customer seeks help and does nothing but contact. View flow
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When a customer seeks help on multiple topics and then tries to contact. View flow
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When a customer seeks help on a topic and its their first time contacting. View flow
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When a customer seeks help on a topic and they’ve contacted multiple times. View flow
Agent Messaging Platform
Previous Experience
The User Problem — Agents are using an outdated platform that makes it difficult to manage new messaging protocols in a post-Covid world.
Ideation
Solution
Casual Seller Holds
Previous Experience
The User Problem — Casual sellers don’t know why their payments are put on hold and when they’ll get their money.
Audit
Solutions
We enabled new holds experiences that were tailored to the customer’s hold type. Depending on the hold type, the customer will see different content and personalized instructions for how to resolve their hold.
