Reducing Friction
Optimizing Loan Application Flows in PayPal Checkout
Baseline
This initiative, driven from the highest levels, aimed to completely redesign the PayPal checkout experience. I led the redesign of all US and UK credit products, ensuring they were optimized for the new framework and delivered a seamless user experience.
In this case study, I’ll highlight our Pay in 4 product, which experienced the most impactful changes.
My Role: Product design lead
Timeline: 1.5 months
Platforms: iOS/Android and desktop
Disciplines: UX/UI
Tools: Figma
Customer Problem
Unlike the seamless, one-step process of using a credit card, customers opting for a PayPal installment credit product are required to complete a rigorous, multi-step application every time they checkout. This repetitive flow introduces significant friction and disrupts the overall user experience.
Business Problem
Credit products are one of PayPal’s top revenue contributors, yet a burdensome application process hinders conversion and suppresses adoption.
Goals
Enhance the user experience of PayPal credit products at checkout to maximize conversion rates and customer retention.
Competitor Analysis
Despite being our top-performing installment product, Pay in 4 faced stiff competition in the market. To address this, we collected competitor screens, conducted a thorough analysis, and extracted valuable insights. Combining this with research on various installment products conducted by our research team, we developed the most streamlined flow for customers returning to reuse Pay in 4.
Centralizing Design Support
Due to the importance and fast pace of the project, ownership of all US and UK credit products was transitioned to me to optimize them for the Quantum Leap initiative. I collaborated closely with product managers, content designers, and legal teams to coordinate and deliver the redesign efforts.
