PayPal

PayPal : cxpSTUDIO suite

A new web internal Product & Marketing message and campaign creation platform.

DURATION: 12 months to MVP

This platform creates:

Notifications
SMS
Push
Alerts
Emails
PayPal.com placements

Some work cannot be shown due to IP restrictions and/or potential future implementation strategy.

Sr UX / UI Designer, Strategist, Lead

Duration: 18 months MVP

Ownership:

UX
UI
Research
Content
Strategy

Stakeholders

UX / UI Designers: 1
Internal user groups
Engineering (FE / BE / Architect) / QA / Test, multi-geo)
Content Writers (not dedicated)
Product Owners
Project Managers
Managers
Directors & VP / EVP

Create a platform suite approach for home-grown tooling, addressing the foundational user pain points identified.

Discoverability
Conforming UI and behaviors
Leverage assets
Efficiency in maintenance

1. Evaluate 3 main products for MVP suite inclusion

Personalization Studio
Segmentation Portal
SPF

The focus for MVP was on the heavy-lifter tools, for the key users defined. The remaining home-grown tooling and other users were slated post-MVP.

2. Test explorations in each tool for viability

Personalization Studio
Segmentation Portal
SPF

The focus for MVP was on the heavy-lifter tools, for the key users defined. The remaining home-grown tooling and other users were slated post-MVP.

3. Define users & tasks for MVP

Personalization Studio
Segmentation Portal
SPF

Of the 7 identified users, we chose 4 main super users and prioritized the MVP tasks we would address.

4. Create Critical user journey POC flows

Based on user interviews, we identified our critical journeys.

We prioritized the phased-in approach that made sense from a value, usability, and flow standpoint.

Examples:

Touchpoint discovery POC flow
Push creation POC flow
Journey Creation POC flow

Screen Shot 2021-03-23 at 8.12.40 PM.png

This user is comfortable with data-dense views.

This nested method keeps them resident with a deep dive into the lowest element.

Users can click an entity to further inspect/modify should they want a less dense view.

Screen Shot 2021-03-23 at 12.21.58 PM.pn

The user can see the placement context in situ as well as see the performance of other placements, their longevity, and when the real estate frees up in the future for new placements.

Screen Shot 2021-03-23 at 12.25.56 PM.pn

Specific Users now have the ability to craft their asset flows with a guided low/no-code option, targeting specific devices and operating systems.

MVP is low-code, future releases will remove the code pane and allow true wysiwig construction.

Screen Shot 2021-03-23 at 12.29.11 PM.pn

The solution really resonated with users, and addressed 85% of the user and Engineering pain points that will be phased in over 24 months.

The remaining 15% was tabled for future discussion on back-end heavy lifting modifications.

User gains

12 weeks > <5 days
- Self-service message creation and delivery.
Addressed 85% of User and Eng major pain points in MVP
- Significant user experience improvement
  - USABILITY
  - ROBUSTNESS
  - DISCOVERABILITY