Product Case

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Product Case - PayPal

Improve the Customer Experience through the breadth of services offered by PayPal

01 Outcome

The outcome of this analysis is focussed on how to create the best unified user experience for customers in the individual digital payments category to progress the vision of PayPal which is

“We believe that now is the time to reimagine money, to democratize financial services, so that managing and moving money is a right for all citizens, not just the affluent.”

02 Alternatives and Assumptions

We are exploring product strategy for payments made by a user overseas and domestic family, friends and merchants and are therefore targeting the following four apps and making use easier. We are not looking to add or acquire more users but make the experience better for existing users.

Xoom

Venmo

PayPal (Dektop)

PayPal (Mobile.

03 Available Opportunities & Validation

Currently, users have options to pay with Apple Pay, Google Pay, Amazon Pay and traditional payment methods like credit and debit cards offered by Visa, Mastercard and American Express.

Users also have the option to pay with several new payment methods such as Zelle and new types of credit cards such as Brex, Ramp and several others.

There are upwards of 400MM users of PayPal in the world. In several customer interviews, customer support ticket analysis as well as comments on twitter we have found that existing users are not happy with the customer experience.

04 Roadmap

Built on

05 Success Metrics

Describe the success metrics for your Roadmap (defined above)

06 What we are not doing?

Not building any new product but improving the customer experience of existing ones

Product Strategy

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Personas

Personas

Persona

Frustration

Fear or Anxiety

Need

Dreams

Mobile Max

Impatient; Time to complete transaction and ability to access all features when he’s on the go

Payment Trasaction not going through in time to buy limited edition or scare supplies

Successful purchase completion 100% of the time; No glitches

Safe, secure, 100% payment completion in seconds from any trusted device from anywhere

Apple Fanboy Adam

Setup and Configuration for PayPal is inconvenient

How it interplays with Apple devices - security, performance, reliability

Utilize alternative payment method from Apple Pay in an easy manner

Seamless integration of alternate payment method with safety features already in place in their Apple devices

International Eddie

Shop around for the best currency interchange rates

Missing out on the best exchange rates

Optimize to transfer at the best rates possible

Instant Transfer and fund availability

Credit Hungry Cathy

Shop around for credit options; Managing all the different accounts and keeping track of them

Unable to purchase due to lack of funds and availalbe credit options

Need is to utilize all payment methods available to sustain lifestyle

One single place to manage all the different payment methods and options

Lazy Luke

Easy to search and setup payment to friends and family

Sending funds to the wrong person

Finding friends that you hang out with

Quick easy setup of the right individual and 100% accuracy

Safety Consicous Sally

Unsure about online safety given the number of cases of fraud

Loss of funds and being unable to get them back

Insurance against fraud

Easy to use, safe secure, 100% insured fund transfer

There are no rows in this table

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Product Strategy

For users who are make payments online

PayPal Payment Products are require integrated access to affordable, convenient and secure products

in the Digital Payments space

that makes it safe, secure and easy for them to take control of their financial lives

Unlike, Apple, Google, and Credit Card provides

PayPal is hyper focused on providing the most easy to use and integrated payment options for our users, worldwide

PayPal: Jobs to be done

PayPal: Jobs to be done

Name

Re-engage

Get Feedback

Make Promoter

Mobile Max

Promise perceptibly better performance with new app

Allow user to provide feedback on performance

Becomes a evangelist for the app

Apple Fanboy Adam

International Eddie

Credit Hungry Cathy

Lazy Luke

There are no rows in this table

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Product Strategy Options

Utilize Venmo as your “Trojan Horse” to provide adjacent use cases

Works, Is beautiful mobile app

Targeted to a growing demographic

Leverage that to grow into adjacent use cases

Xoom for international Payments

Hard to generalize as a payment platform for other use cases

Millions of users use PayPal Desktop and Mobile Apps

20% of PayPal users are above 55 years old

Keep these apps separate

Product Roadmap

Customer Delight → JTBD

Metric Movers → Adoption

Customer Requests → Customer Support, Twitter,

Technical Debt → Infrastructure

Prioritization Framework → RICE

Reach → Product Manager

Impact → Product Manager

Confidence → PM / Program Manager / Engineering Manager

Effort → Program Manager / Engineering Manager / Engineers

Roadmap PayPal

Roadmap PayPal

Themes

Now

Later

Performance

Continuing to invest in improving transaction performance and status notifications

Credit Options

Design Xoom Features within Venmo

Friend Finder

Improve Friend Finder for international audience

Exchange Rate Finder

Design for Exchnage rate finder

Mobile Friendly

Setup Venmo for Apple iPhones

There are no rows in this table

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Success Metrics

Success Metrics

HEART

Goal

Signal

Metric

Happiness

Engagement

Adoption

Get more users to re-enage with the product

Ratio of login / Last

Retention

Task Success

Number of new payments

There are no rows in this table

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