My Work
Co-led platform-wide IA strategy to support vertical-agnostic growth and reduce navigation complexity at scale.
Set the platform vision for financial transparency by centralizing billing, subscriptions, and account context into a single customer-facing system.
Proposed a centralized merchant hub that drove cross-team alignment, launched hub restructuring research, and led to a standardized framework improving IA and lending clarity for PayPal SMB merchants.
Propose structural changes to improve IA and scalability of PayPal’s SMB loan servicing experience.
Enhance merchant loan servicing experience with introduction of repayments via bank accounts.
Enhance merchant loan servicing experience with introduction of key repayment status and tracking information.
Evaluate and improve cadence and clarity of customer communications and refresh branding.
Redesign checkout flow to address usability issues and optimize mobile experience to improve speed and reduce drop-off.
Introduce new self-service capabilities to increase ease and efficiency and reduce contact volume.
Redesign IA to reduce friction and increase scalability in preparation for new capabilities.
