Improve the Customer Experience through the breadth of services offered by PayPal
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.
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.
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
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
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
Customer Requests → Customer Support, Twitter, Technical Debt → Infrastructure
Prioritization Framework → RICE
Confidence → PM / Program Manager / Engineering Manager Effort → Program Manager / Engineering Manager / Engineers