Objective

This project focuses on improving the experience for merchants using PayPal Business Tools, with the goal of simplifying product activation and increasing user adoption. Through better design, clearer product differentiation, and improved content, we aim to enhance merchant engagement and reduce customer support needs.

How PayPal Products Solve Merchant Challenges

PayPal offers a comprehensive set of tools to streamline payments, enhance workflow, and drive growth for businesses. The Business Tools section of PayPal's App Center provides merchants with products that simplify transactions, manage operations, and integrate seamlessly into their existing ecosystems.

1. PayPal Checkout: A seamless payment solution that integrates easily with merchant websites, providing multiple payment methods and a frictionless checkout experience.

2. Invoicing: This tool enables businesses to send professional invoices and track payments effortlessly. It reduces manual work and improves cash flow management.

3. PayPal Business Loans: Offering easy access to capital for small businesses, this tool provides flexible repayment options based on sales.

4. Subscriptions: This feature allows merchants to manage recurring payments for subscription-based businesses, offering customers flexible billing options.

These solutions address key merchant concerns such as managing payments, ensuring business growth, and streamlining operational processes.

Design Process Overview

The redesign focuses on optimizing the logged-in user’s experience on the Business Tools page within the App Center. Key backlog items include:

• Expanding PayPal Complete Payments to new regions (Wave 5 and Wave 6 countries)

• App Center pricing module development to clarify product fees for merchants

• App Center page redesign to improve the user flow and content hierarchy

• App Studio enhancements to support third-party app scalability

• Completion of missing app details pages for merchant clarity

• Amplitude 2.0 integration to track activation data

User Research & Insights

Our research aimed at understanding merchant needs revealed key insights into product activation considerations:

• Clarity: Merchants need a clear understanding of what each app does, how it simplifies their workflow, and why they should choose it over competitors.

• Competitor Benchmarking: Competing platforms address these needs effectively by providing detailed app stories that clarify use cases.

• Design Feedback: Merchants found the new design visually engaging and more relatable, though confusion arose when differentiating between individual apps and the overall PayPal ecosystem—particularly in the "Sell on Social" app.

• Iteration Focus: Current design iterations aim to resolve this confusion by refining content and improving app-specific storytelling.

Results & Outcomes

• Activation Growth: The project supports efforts to increase the 30-day activation rate on the App Center from 9.9% to 11%.

• Reduced Customer Support Tickets: The new pricing module design has led to a reduction in inquiries, as merchants now better understand the fees for PayPal products.

• Scalability & Workflow: The module design allows PayPal to easily launch new products. By creating bundled toolsets, merchants can build efficient workflows within the PayPal ecosystem.