Featured work
Propose concept of centralized hubs to improve IA and contextual awareness of lending within the PayPal SMB merchant account
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.
