PayPal Cashback Mastercard
Overview
PayPal Cashback Mastercard is a new PayPal credit product that offers 3% cash back on all PayPal purchases and 2% cash back on everything else.
Overview
PayPal Cashback Mastercard is a new PayPal credit product that offers 3% cash back on all PayPal purchases and 2% cash back on everything else.
My Role
I was part of the design team responsible for the servicing page and various workflows branching off the main page, such as repayment and account management flows.
The team
UX Design
Content Design
Project Manager
Engenering
Research
Legal
My Role
I was part of the design team responsible for the servicing page and various workflows branching off the main page, such as repayment and account management flows.
The team
UX Design
Content Design
Project Manager
Engenering
Research
Legal
Project goal
Create a simple, delightful, and engaging servicing experience
Create a lifecycle experience (new users & engaged users) to help customers use their rewards and engage with other PayPal products.
Project goal
Create a simple, delightful, and engaging servicing experience
Create a lifecycle experience (new users & engaged users) to help customers use their rewards and engage with other PayPal products.
Customer problem
Credit card customers struggle with complex account management, lack of transparency in spending and rewards, and inefficient support. These issues lead to frustration, security concerns, and missed opportunities for financial optimization. By addressing these problems, we aim to create a seamless, user-friendly experience that empowers customers to manage their finances effectively and maximize their credit card benefits.
Customer problem
Credit card customers struggle with complex account management, lack of transparency in spending and rewards, and inefficient support. These issues lead to frustration, security concerns, and missed opportunities for financial optimization. By addressing these problems, we aim to create a seamless, user-friendly experience that empowers customers to manage their finances effectively and maximize their credit card benefits.
My proccess
My proccess
Define
To help define our approach we used:
Previous research on other PayPal credit products like Venmo Credit Card and PayPal Credit
Customer surveys
Customer journey maps
Competitor benchmark analysis.
Define
To help define our approach we used:
Previous research on other PayPal credit products like Venmo Credit Card and PayPal Credit
Customer surveys
Customer journey maps
Competitor benchmark analysis.
Jobs to be done
Using JTBD to define the servicing framework:
Check balance and payment due
Manage credit card payments
Maximize rewards and benefits
Review payment history and purchase activity
Jobs to be done
Using JTBD to define the servicing framework:
Check balance and payment due
Manage credit card payments
Maximize rewards and benefits
Review payment history and purchase activity
Servicing framework
Main servicing page was split between two tabs:
Servicing framework
Main servicing page was split between two tabs:
Ideate
I was part of a revolving credit design team that innately worked on this project we worked together to come up with design concepts. We used smaller group and executive design reviews to refine the approach and collect feedback.
Ideate
I was part of a revolving credit design team that innately worked on this project we worked together to come up with design concepts. We used smaller group and executive design reviews to refine the approach and collect feedback.
Early concepts
We had 3 early concepts, focus was on:
Highlighting the user current balance
Have a clear due date and “Pay” CTA
Keeping the rewards and account features above the fold
Early concepts
We had 3 early concepts, focus was on:
Highlighting the user current balance
Have a clear due date and “Pay” CTA
Keeping the rewards and account features above the fold
Other design requirements
Design needed to scale across multiple products
Design had to align with PayPal Wallet Framework
I had to collaborate with other teams like Dashboard, Bills and Wallet to ensure our use cases are covered in those entry points
Other design requirements
Design needed to scale across multiple products
Design had to align with PayPal Wallet Framework
I had to collaborate with other teams like Dashboard, Bills and Wallet to ensure our use cases are covered in those entry points
Final design concept
With all design requirements and revisions we landed on the following design:
Top card art with balance is matching the other card in PayPal wallet to keep the consistency between the products
Repayment module with payment reminders
Engagement carousel with rewards and product features
Activity and manage tab
Final design concept
With all design requirements and revisions we landed on the following design:
Top card art with balance is matching the other card in PayPal wallet to keep the consistency between the products
Repayment module with payment reminders
Engagement carousel with rewards and product features
Activity and manage tab
Conclusion
The project successfully delivered a streamlined and intuitive servicing experience for the PayPal Cashback Mastercard. The final design incorporated a user-friendly interface with clear payment modules, accessible rewards features, and seamless account management options. This resulted in a cohesive and consistent user experience that aligned with the PayPal Wallet Framework. The solution addressed user pain points such as transparency, complexity, and usability, empowering customers to manage their finances effectively.
Conclusion
The project successfully delivered a streamlined and intuitive servicing experience for the PayPal Cashback Mastercard. The final design incorporated a user-friendly interface with clear payment modules, accessible rewards features, and seamless account management options. This resulted in a cohesive and consistent user experience that aligned with the PayPal Wallet Framework. The solution addressed user pain points such as transparency, complexity, and usability, empowering customers to manage their finances effectively.
What did I learn?
This project reinforced the importance of collaboration across teams and designing scalable solutions that align with broader ecosystems. It also highlighted the value of iterative, user-centered design processes and maintaining consistency to build trust and familiarity with users.
What did I learn?
This project reinforced the importance of collaboration across teams and designing scalable solutions that align with broader ecosystems. It also highlighted the value of iterative, user-centered design processes and maintaining consistency to build trust and familiarity with users.
