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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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Screenshot 2022-12-10 at 9.13.18 PM.png
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Personas
0
Persona
Frustration
Fear or Anxiety
Need
Dreams
1
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
2
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
3
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
4
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
5
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
6
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
0
Name
Re-engage
Get Feedback
Make Promoter
1
Mobile Max
Promise perceptibly better performance with new app
Allow user to provide feedback on performance
Becomes a evangelist for the app
2
Apple Fanboy Adam
​
​
​
3
International Eddie
​
​
​
4
Credit Hungry Cathy
​
​
​
5
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
0
Themes
Now
Next
Later
1
Performance
Continuing to invest in improving transaction performance and status notifications
​
​
2
Credit Options
Design Xoom Features within Venmo
​
​
3
Friend Finder
Improve Friend Finder for international audience
​
​
4
Exchange Rate Finder
Design for Exchnage rate finder
​
​
5
Mobile Friendly
Setup Venmo for Apple iPhones
​
​
There are no rows in this table
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Success Metrics
0
HEART
Goal
Signal
Metric
1
Happiness
​
​
​
2
Engagement
​
​
​
3
Adoption
Get more users to re-enage with the product
Login rate of existing users
Ratio of login / Last
4
Retention
​
​
​
5
Task Success
Number of new payments
​
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There are no rows in this table
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