The Challenge

In 2005 PayPal had a website that didn't tailor its content to different audiences. It was a one size fits all solution for both sellers and buyers. An ambitious product marketing manager approached the user experience and design team to redesign the site in a way that made it easier for sellers who were looking for answers to their questions to find them on PayPal's site. A typical question might be something like "can I accept credit card payments if I use PayPal?" or "can people pay me on my website?"

The Solution

I worked with the other individuals on the user experience design team to review and research the feedback that sellers and merchants had provided. A new information architecture was created where content was grouped into "solutions" that helped sellers answer their questions and find a proper fit for their businesses needs. Improved visuals, information architecture and content assisted customers in the searching, comparison and selection of products and services that was right for their size business.

The Results

The design we implemented drove incremental growth in our merchant business buy 59% year over year in the first year.