Pay Later Hub
Designed a centralized Pay Later Hub within PayPal’s digital wallet, enhancing user engagement across five international markets by providing seamless access to BNPL services.
Lead UX Designer
Role
Figma, Miro
Tools
3months
Timeline
Design Thinking
Methodology
Design Thinking
I employed the Double Diamond framework to guide the design process.
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
Conducted comprehensive research, including user surveys, diary studies, and analysis of usage data, to uncover key insights.
Understanding Customers
Analyzed user behaviors based on GPL usage data from January 2023.
Pay Later Archetypes
Identified primary user archetypes and their interactions with BNPL services based on diary study data from September 2023.
Competitor Analysis
Benchmarked against competitors like Klarna, Apple, and Afterpay to identify feature gaps and opportunities.
KLARNA
AFTERPAY
APPLE INSTALLMENTS
AFFIRM
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
Where ideas take flight: UXD + product + engineering = solutions.
Teams generated ideas freely without judgment. The following techniques were used: mind mapping, sketching, role-playing, and rapid prototyping to stimulate creativity.
Design + Prototype
Developed high-fidelity prototypes using Figma, incorporating user feedback through iterative testing to refine the user interface and experience.
Current Pay Later Hub
The current live version of the Pay Later Hub that we are going to redesign.
Design Explorations
Localization
Led the localization strategy for the Pay Later Hub across five countries, collaborating with content and regional teams to adapt language and cultural nuances, ensuring consistency and relevance in each market.
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
Final Thoughts 💭
The Pay Later Hub was more than just a redesign — it was a strategic initiative to transform a fragmented user experience into a cohesive, scalable ecosystem within PayPal’s global product suite. As the Lead UX Designer, I was responsible not only for solving usability and discoverability issues, but also for driving alignment across multiple international teams, ensuring the design addressed cultural nuances while remaining consistent and intuitive.
This project pushed me to think beyond individual screens and consider how we can design systems that foster trust, ease, and repeat engagement across a diverse user base. By deeply understanding user motivations and pain points through mixed-methods research, I was able to design an experience that was both functional and emotionally resonant — helping users feel more in control of their finances.
Equally important was the impact on internal alignment. The Hub became a shared framework for Pay Later across regions — enabling faster experimentation, unified messaging, and a foundation for future scalability. The success of this initiative influenced how future BNPL servicing products are being approached at PayPal.