Pay Later Hub
Introducing a hub that acts as a one-stop shop for everything
Pay Later globally: US, Australia, France, Italy & Spain.
Lead UX Designer
Role
Figma, Miro
Tools
3months
Timeline
Design Thinking
Methodology
Design Thinking
I utilize Double Diamond as a practical framework for applying Design Thinking.
Team
PRODUCT MANAGERS
UX DESIGNERS
CONTENT DESIGNER
SOFTWARE ENGINEERS
LEGAL COMPLIANCE
RISK MANAGEMENT
CROSS-FUNCTIONAL
Business Problem
Low awareness and discoverability in-app of Pay Later products and information excludes potential customers. Existing Pay Later servicing page offers payment options and plan history, but is limited otherwise and has no shopping incentives.
Customer Problem
Customers need an easy-to-find, user-friendly area where they can track and manage their BNPL loans and take advantage of other BNPL services, such as creating VCC cards for both online and in-store shopping.
The Whys
The main intent is to create a designated unified place within PayPal digital wallet where customers can:
Learn about the Pay Later suite
Shop online to Pay Later or Pay Later in-store
Check/Track their spending power with Pay Later
Check merchants that offer Pay Later
See if they can combine Deals with Pay Later
Check their ongoing Pay Later plans
Scope
Pay Later Hub Global Expansion
A servicing end-to-end experience across native PayPal App & Desktop (Web) platforms in the US, Australia, Italy, France & Spain. I worked with 2 other UX designers on creating the Hub for the US and led design initiatives to scale it to international markets. It included close collaboration with the content team to streamline the localization strategy for all regions in scope. See the list below.
Regions
UX Research
Surveys, Diary Study, Usage Data & Competitor Analysis
Understand Customers
Based on GPL usage data from January 2023.
Pay Later Archetypes
Based on diary study data from September 2023.
Competitor Analysis KLARNA
Competitor Analysis APPLE
Competitor Analysis AFTERPAY
Ideation
Design kick-off to define the problem, discuss questions & brainstorm ideas on desired end-to-end experience.
Create Engagement Loops
Based on analyzed data, we translate key insights into an experience that motivates customers to engage with Pay Later Hub.
Priya
VALUE SEEKER, AGE 30+
Power PayPal user, looking for more ways to use PayPal
Looks to PayPal for trusted and alternative forms of credit.
Brainstorming
UED + Product +ENG
Teams generated ideas freely without judgment. The following techniques were used: mind mapping, sketching, role-playing, and rapid prototyping to stimulate creativity.
Design + Prototype
Bringing concepts into reality.
Current Pay Later Hub
The current live version of the Pay Later Hub that we are going to redesign.
Design Explorations
Localization
As I led the international expansion of the Pay Later Hub, it was my responsibility to collaborate closely with content and global teams to deliver relevant copies. My background in linguistics and languages helps a lot here – I usually translate the drafts on my own and have the global team revise and/or add recommendations, which saves a lot of time. Furthermore, I worked with the content designer to reflect stylistic differences between Australian and American English (there were a few).
AUSTRALIA 🇦🇺
FRANCE 🇫🇷
ITALY 🇮🇹
SPAIN 🇪🇸
Watch Me Design Hub in Australia 🇦🇺
As a lead designer responsible for global Pay Later Hub expansion, it was my responsibility to scale the US version to the Australian market, design all the possible use cases as well as work with content and global teams to create local copies applicable to each use case.
Success & Impact
US DATA ONLY
+$98M
TPV
+0,7M
Hub Users
+0,3M
Reuse