More UI Projects

PayPal Express Checkout

I took initiative to create and lead a multi-disciplinary team to increase collaboration and speed innovation. We delivered product guidelines to enhance the PayPal Checkout user-experience by increasing total payment volume and share of checkout on merchant websites using PayPal. The proposed design eliminated the existing need for engineering resources (estimated between 3-6 months).

Permissions for PayPal Admin Tools

I collaborated with product and engineering to design the next-gen of permissioning system to allow control, monitoring and compliance of access permissions for PayPal customer service agents.

Challenges and Process

This project had significant challenges in working with the engineering team. Two relatively senior engineering team members, who had designed the ebay Permissions System, were brought over to port the same design over to PayPal. I analyzed their proposed design and realized, based on my extensive experience working with the PayPal Customer Service team that the design, besides being difficult for the users to understand, would over time would lead to the same problems as with the system it was designed to replace.

I prototyped the user-interface based on the design proposed by the engineering team as well as my recommendation, and conducted a comparative usability test. The results clearly indicated a significant preference for my proposed design, which was easy to understand and simplified the relatively complex task of managing and assigning permissions to PayPal customer service agents. Moreover, it was flexible, modular and scalable. I then worked closely with the Product Manager and the engineering team to communicate the significant benefits of the proposed design, reach a consensus to map it to the database structure and implement the design as recommended.

PayPal Intranet

I collaborated with two UX designers to follow a user-centered approach to gather requirements, design and implement the PayPal User-Experience Design Team Intranet using Plone Open Source CMS. I continued to be the point-of-contact for the Intranet, and as the UX team grew, I created, trained and lead a volunteer-based team of multiple Intranet admins.