Account Provisioning
Account Provisioning
Account Provisioning
Improve discovery of various account types for customers to get better benefits for their accounts
Improve discovery of various account types for customers to get better benefits for their accounts
Improve discovery of various account types for customers to get better benefits for their accounts
As PayPal evolved from a checkout product into a digital wallet offering 12+ financial services, users struggled to understand their account type and the features available to them. Completing identity verification (CIP/KYC) was often triggered only when users attempted to access a product, creating friction and high drop-off. There was no central place for users to understand their account capabilities or upgrade to unlock additional services.
Client:
PayPal
My Role:
Senior Designer
Year:
2020
Service Provided:
Product Design, Mobile Design
Problem
Users lacked visibility into what their account could do and how to unlock additional capabilities. This led to confusion, customer support calls, and lost revenue opportunities as users struggled to upgrade their accounts or complete identity verification.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project reinforced the importance of framing the right problem before designing the solution. What started as a request for a KYC entry point evolved into redesigning the entire account discovery and upgrade funnel. By aligning product, compliance, and platform teams early, we were able to design a solution that balanced regulatory requirements with a clear and user-friendly experience.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Impact
The new experience created a permanent destination for account discovery and verification, reducing confusion around account capabilities.
Phase 1 results showed:
• 3–4% increase in account upgrades
• Reduced reliance on customer support for account questions
• A scalable framework for managing CIP verification and account states
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
Learnings
This project highlighted the complexity of designing financial experiences across multiple markets, regulatory environments, and organizational teams. It reinforced the importance of balancing localization with platform consistency, and demonstrated how strategic design decisions—when aligned across product, research, and engineering—can help drive adoption while supporting broader business goals such as expanding domestic transaction volume.
