PayPal Business Mobile App Research
I was the primary lead on this UX research project for PayPal Business app focused on uncovering the pain points of mobile-first Small Medium Business (SMB) merchants. I planned the ethnography strategy and influenced the engineers and designers to participate in merchant home-visits and affinity mapping sessions. Finally, I built consensus across a cross functional team of PM’s, designers, and engineers on user-centered design solutions.
How might PayPal help small medium business (SMB) merchants better accomplish the jobs necessary to run their businesses on-the-go? PayPal wants better understanding of this mobile-first group’s needs and pain points to further develop the PayPal Business App.
Two hours of ethnography + contextual inquiries with 11 participants
User Journey Maps
I had merchants map their daily journey while making notes of their emotional high and low points. Then I digitized the maps to help explain our customers’ journey to the Business App team.
I held expanded conversations with participants on the tasks they want to perform on-the-go but have not been able to. Taking the physical card sort data, I analyzed them in Excel to come up with insightful customer behaviors.
Senior researcher Anosha Shokrpour and I brought the team together and moderated a full-day affinity mapping session to synthesize our findings and start brainstorming ideas.
I gave an hour-long presentation of findings to stakeholders and mid-level directors and provided recommendations on new opportunities to consider for the PayPal Business App.
Please contact me if you would like to learn more about this project.