PayPal Cashback Mastercard

The What

PayPal wanted to introduce a more competitive rewards card that would give customers 3% cash back when they checkout with PayPal, and 2% cash back everywhere else.

The Why

PayPal’s existing rewards credit cards had an outdated user experience & less compelling rewards than the competition.

The How

UX Methods

My Challenge

Hire and lead a design team of 5 senior UX & mid-level UX designers to design a flag ship rewards credit card application & servicing experience. Collaborate with senior leadership in Business, Product, Engineering, Legal, & Program Management to gain alignment, and ensure the product ships on time.

Collaborate across the PayPal consumer design team to align on repeatable patterns that work across the PayPal design ecosystem.

Customer Needs

I led the team in bucketing the tasks/needs into groups based on:

• Importance the task
• Frequency of the task
• Business goals of engagement.

I need to buy goods & services without paying in full up-front
so that I can stay in control of my finances & buy what I need

Primary Tasks

Secondary Tasks

Design Delivery Plan

I put together a 3-phase continuous delivery plan that included design iteration, user research, design reviews & partner/bank reviews.

Design Jam

Using Miro, I facilitated a remote design jam to help sketch ideas for areas that overlapped customer needs & business engagement opportunities.

Objective: Explore different ideas for the Account Summary layout, accommodating the customer's jobs-to-be-done and the business needs

Here is one example of using the customer needs + existing business metrics to brainstorm engagement ideas for new users before they've made a purchase.