title-hr

Customer CRM

Helping merchants build better customer relationships.

Customer CRM

Helping merchants build better customer relationships.

Customer CRM

Helping merchants build better customer relationships.

Customer CRM

Helping merchants build better customer relationships.

Customer CRM

Helping merchants build better
customer relationships.

Customer CRM

Customer CRM

Customer CRM

Customer CRM

Customer CRM

I designed a new tool for PayPal merchants to manage their customer relationships. There was an address book before but it was absolutely hard to find and adding or editing a customer profile was not an available feature. The new interface would provide merchants all their customer’s information at their fingertips.

At PayPal Merchant Services, we had monthly offsites where designers could bring ideas and present them to the Product and UED leaders. I probably had about 2 days and 2 nights to come up with these designs plus the designs for Inventory Management.

PayPal  |  Lead Designer | 2013
Website 

I designed a new tool for PayPal merchants to manage their customer relationships. There was an address book before but it was absolutely hard to find and adding or editing a customer profile was not an available feature. The new interface would provide merchants all their customer’s information at their fingertips.

At PayPal Merchant Services, we had monthly offsites where designers could bring ideas and present them to the Product and UED leaders. I probably had about 2 days and 2 nights to come up with these designs…along with the designs for Inventory Management.

PayPal  |  Lead Designer | 2013
Website 

I designed a new tool for PayPal merchants to manage their customer relationships. There was an address book before but it was absolutely hard to find and adding or editing a customer profile was not an available feature. The new interface would provide merchants all their customer’s information at their fingertips.

At PayPal Merchant Services, we had monthly offsites where designers could bring ideas and present them to the Product and UED leaders. I probably had about 2 days and 2 nights to come up with these designs…along with the designs for Inventory Management.

PayPal  |  Lead Designer | 2013
Website 

I designed a new tool for PayPal merchants to manage their customer relationships. There was an address book before but it was absolutely hard to find and adding or editing a customer profile was not an available feature. The new interface would provide merchants all their customer’s information at their fingertips.

At PayPal Merchant Services, we had monthly offsites where designers could bring ideas and present them to the Product and UED leaders. I probably had about 2 days and 2 nights to come up with these designs…along with the designs for Inventory Management.

PayPal  |  Lead Designer | 2013
Website 

I designed a new tool for PayPal merchants to manage their customer relationships. There was an address book before but it was absolutely hard to find and adding or editing a customer profile was not an available feature. The new interface would provide merchants all their customer’s information at their fingertips.

At PayPal Merchant Services, we had monthly offsites where designers could bring ideas and present them to the Product and UED leaders. I probably had about 2 days and 2 nights to come up with these designs…along with the designs for Inventory Management.

PayPal  |  Lead Designer | 2013
Website 
customers-crm-home

David Marcus likes it!

He congratulated me at our
PayPal Product Fair.
See the video.

David Marcus, our former PayPal president, likes my Customer CRM designs for merchants at the PayPal Product Fair! He says, “The customers stuff looks great!”, “Our merchants really really want this,” and “This is so game changing and something we can be proud of.” Yay!


Enter “PayPal” as the password to see this video.

David Marcus likes it!

He congratulated me at our PayPal Product Fair.
See the video.

David Marcus, our former PayPal president, likes my Customer CRM designs for merchants at the PayPal Product Fair! He says, “The customers stuff looks great!”, “Our merchants really really want this,” and “This is so game changing and something we can be proud of.” Yay!


Enter “PayPal” as the password
to see this video.

Way to go for our Executive Program Manager, Dar, to represent our team! The Customer CRM experience designs were showcased at the 2013 PayPal Product Fair and that was great encouragement from David Marcus. (BTW, David went on to head up Facebook Messenger as a VP and is now the head of the new BlockChain Research Unit for Facebook. Congrats and lots of respect!)

Using my experience selling products as a merchant, I researched and designed an experience around customer relationship management. In order to be a successful designer at PayPal, it’s best to eat the dog food — that is to pay with PayPal and become a seller and accept payments using PayPal and other payment processors. 

The proposed solution provides merchants with pertinent information on customer profiles, purchasing history, loyalty, contact information, and demographics. Merchants can add, manage, and categorize customers by tagging so they’re able to easily promote sales to their customers and increase revenue.

Some background
on my experience of 
being a merchant

A few years ago as I was joining the new PayPal consumer and merchant redesign team, and no one on the team had any experience being a merchant. We interview merchants, do focus groups, and follow-me-home contextual inquiries; but we only hear what they tell us. So to really be able to understand what merchants have to go through, I set out to learn how to create a business and I appreciate that PayPal encouraged all of us to be entrepreuneral. I learned to set up a business using PayPal, get a seller permit, researched products that were high in demand but not overcrowded. I used up a lot of vacation days cold calling manufacturers to source products, and built an ecommerce store using PayPal tools, a shopping cart, and learned how to code in PHP and SQL. 

My business was set on auto pilot as customer orders were shipped directly from the manufacturers. I learned a tremendous amount from this experience and the data and analytics I got back was so much richer than I can get on a staging account with made up use cases any day. I worked on real world problems helping my customers all around the world and learned from them what improvements they want on PayPal or where they encounter issues and bugs. But most of all, I learned what it's like to be a PayPal Merchant, what order of steps they need to do to set up a business through PayPal, set up global payments, shipping to customers anywhere in the world, manage their customers' experience, as well as tax reporting and business account statements.

In 2013, the PayPal redesign team split out and I joined the Merchant Experience team. I designed merchant experiences for activation and account setup, inventory management, customer CRM, order management, transaction details, and PayPal payment buttons. By the end of my 8.5 years at PayPal, my team and I started a PayPal sponsored business to sell curated monthly subscriptions of products that create a delightful experience for the customer. The products were curated based on the month of the year and on the customers' preferences (from practical to surprise me). For example, a female customer, for the month of January, might receive a crate with a book, a scarf, something hand-made from a local SF artisan, and a project package to decoupage a photo from Christmas . The business was still at the concept phase but it was more a creative and team bonding experience to get everyone learning and thinking like merchant.

Way to go for our Executive Program Manager, Dar, to represent our team! The Customer CRM experience designs were showcased at the 2013 PayPal Product Fair and that was great encouragement from David Marcus. (BTW, David went on to head up Facebook Messenger as a VP and is now the head of the new BlockChain Research Unit for Facebook. Congrats and lots of respect!)

Using my experience selling products as a merchant, I researched and designed an experience around customer relationship management. In order to be a successful designer at PayPal, it’s best to eat the dog food — that is to pay with PayPal and become a seller and accept payments using PayPal and other payment processors. 

The proposed solution provides merchants with pertinent information on customer profiles, purchasing history, loyalty, contact information, and demographics. Merchants can add, manage, and categorize customers by tagging so they’re able to easily promote sales to their customers and increase revenue.

Some background
on my experience of 
being a merchant

A few years ago as I was joining the new PayPal consumer and merchant redesign team, and no one on the team had any experience being a merchant. We interview merchants, do focus groups, and follow-me-home contextual inquiries; but we only hear what they tell us. So to really be able to understand what merchants have to go through, I set out to learn how to create a business and I appreciate that PayPal encouraged all of us to be entrepreuneral. I learned to set up a business using PayPal, get a seller permit, researched products that were high in demand but not overcrowded. I used up a lot of vacation days cold calling manufacturers to source products, and built an ecommerce store using PayPal tools, a shopping cart, and learned how to code in PHP and SQL. 

My business was set on auto pilot as customer orders were shipped directly from the manufacturers. I learned a tremendous amount from this experience and the data and analytics I got back was so much richer than I can get on a staging account with made up use cases any day. I worked on real world problems helping my customers all around the world and learned from them what improvements they want on PayPal or where they encounter issues and bugs. But most of all, I learned what it's like to be a PayPal Merchant, what order of steps they need to do to set up a business through PayPal, set up global payments, shipping to customers anywhere in the world, manage their customers' experience, as well as tax reporting and business account statements.

In 2013, the PayPal redesign team split out and I joined the Merchant Experience team. I designed merchant experiences for activation and account setup, inventory management, customer CRM, order management, transaction details, and PayPal payment buttons. By the end of my 8.5 years at PayPal, my team and I started a PayPal sponsored business to sell curated monthly subscriptions of products that create a delightful experience for the customer. The products were curated based on the month of the year and on the customers' preferences (from practical to surprise me). For example, a female customer, for the month of January, might receive a crate with a book, a scarf, something hand-made from a local SF artisan, and a project package to decoupage a photo from Christmas . The business was still at the concept phase but it was more a creative and team bonding experience to get everyone learning and thinking like merchant.

Here's the flow...

The experience on mobile.

pp-customers-crm-iOS

PayPal enables merchants to provide better customer service.
 

PayPal enables merchants to provide better customer service.
 

When a merchant receives a call from her customers, what information does she need to know? If the call is about a particular product, having a purchase history would be beneficial in order to provide a good recommendation or additional discounts for a loyalty customer.

If the customer is calling about a return, being able to quickly look up the order, help them resolve any issues or process a return would delight the customer and encourage them to come back. Having customer insights available at the merchants’ finger tips empowers them to provide quicker, more helpful customer services and drive up customer loyalty.

Customer CRM at first glance provides high level information on the most recent customers, like name, location, contact information, last transaction, total purchases, any open cases, and total spent. Customers are added automatically when they send a payment to the merchant but merchants can add new customers as well.

Merchants can search customers or browse by last name. Merchants can categorize customers with tags. In CDI (Customer Driven Innovation) sessions (i.e. contextual inquiries, customer interviews), we noticed that merchants often

When a merchant receives a call from her customers, what information does she need to know? If the call is about a particular product, having a purchase history would be beneficial in order to provide a good recommendation or additional discounts for a loyalty customer.

If the customer is calling about a return, being able to quickly look up the order, help them resolve any issues or process a return would delight the customer and encourage them to come back. Having customer insights available at the merchants’ finger tips empowers them to provide quicker, more helpful customer services and drive up customer loyalty.

Customer CRM at first glance provides high level information on the most recent customers, like name, location, contact information, last transaction, total purchases, any open cases, and total spent. Customers are added automatically when they send a payment to the merchant but merchants can add new customers as well.

Merchants can search customers or browse by last name. Merchants can categorize customers with tags. In CDI (Customer Driven Innovation) sessions (i.e. contextual inquiries, customer interviews), we noticed that merchants often

When a merchant receives a call from her customers, what information does she need to know? If the call is about a particular product, having a purchase history would be beneficial in order to provide a good recommendation or additional discounts for a loyalty customer.

If the customer is calling about a return, being able to quickly look up the order, help them resolve any issues or process a return would delight the customer and encourage them to come back. Having customer insights available at the merchants’ finger tips empowers them to provide quicker, more helpful customer services and drive up customer loyalty.

Customer CRM at first glance provides high level information on the most recent customers, like name, location, contact information, last transaction, total purchases, any open cases, and total spent. Customers are added automatically when they send a payment to the merchant but merchants can add new customers as well.

Merchants can search customers or browse by last name. Merchants can categorize customers with tags. In CDI (Customer Driven Innovation) sessions (i.e. contextual inquiries, customer interviews), we noticed that merchants often

When a merchant receives a call from her customers, what information does she need to know? If the call is about a particular product, having a purchase history would be beneficial in order to provide a good recommendation or additional discounts for a loyalty customer.

If the customer is calling about a return, being able to quickly look up the order, help them resolve any issues or process a return would delight the customer and encourage them to come back. Having customer insights available at the merchants’ finger tips empowers them to provide quicker, more helpful customer services and drive up customer loyalty.

Customer CRM at first glance provides high level information on the most recent customers, like name, location, contact information, last transaction, total purchases, any open cases, and total spent. Customers are added automatically when they send a payment to the merchant but merchants can add new customers as well.

Merchants can search customers or browse by last name. Merchants can categorize customers with tags. In CDI (Customer Driven Innovation) sessions (i.e. contextual inquiries, customer interviews), we noticed that merchants often have several different PayPal business accounts to manage customers (they receive payments from) and vendors and service providers (they send payments to). 

When a merchant receives a call from her customers, what information does she need to know? If the call is about a particular product, having a purchase history would be beneficial in order to provide a good recommendation or additional discounts for a loyalty customer.

If the customer is calling about a return, being able to quickly look up the order, help them resolve any issues or process a return would delight the customer and encourage them to come back. Having customer insights available at the merchants’ finger tips empowers them to provide quicker, more helpful customer services and drive up customer loyalty.

Customer CRM at first glance provides high level information on the most recent customers, like name, location, contact information, last transaction, total purchases, any open cases, and total spent. Customers are added automatically when they send a payment to the merchant but merchants can add new customers as well.

Merchants can search customers or browse by last name. Merchants can categorize customers with tags. In CDI (Customer Driven Innovation) sessions (i.e. contextual inquiries, customer interviews), we noticed that merchants often have several different PayPal business accounts to manage customers (they receive payments from) and vendors and service providers (they send payments to). 

have several different PayPal business accounts to manage customers (they receive payments from) and vendors and service providers (they send payments to). Each separate PayPal account requires merchants to have separate bank accounts which costs extra money. Allowing them to categorize by tags solves this problem and offers them the flexibility without PayPal having to customize the experience for each merchant type.

Merchants can access a customer’s purchase history, including returns and amounts spent and they can view messages they have exchanged with the customer.

Merchants can see if there are any open cases (disputes or claims) from the customer. If they can see that the customer has a history of complaints and chargebacks against them, maybe it might be a good idea to tag that customer or block them from making future purchases.

Merchants can see a list of customers on product wait lists and have the ability to change their order in the wait list. Or in the case of a bad customer, the merchant can remove them from the wait list.

have several different PayPal business accounts to manage customers (they receive payments from) and vendors and service providers (they send payments to). Each separate PayPal account requires merchants to have separate bank accounts which costs extra money. Allowing them to categorize by tags solves this problem and offers them the flexibility without PayPal having to customize the experience for each merchant type.

Merchants can access a customer’s purchase history, including returns and amounts spent and they can view messages they have exchanged with the customer.

Merchants can see if there are any open cases (disputes or claims) from the customer. If they can see that the customer has a history of complaints and chargebacks against them, maybe it might be a good idea to tag that customer or block them from making future purchases.

Merchants can see a list of customers on product wait lists and have the ability to change their order in the wait list. Or in the case of a bad customer, the merchant can remove them from the wait list.

have several different PayPal business accounts to manage customers (they receive payments from) and vendors and service providers (they send payments to). Each separate PayPal account requires merchants to have separate bank accounts which costs extra money. Allowing them to categorize by tags solves this problem and offers them the flexibility without PayPal having to customize the experience for each merchant type.

Merchants can access a customer’s purchase history, including returns and amounts spent and they can view messages they have exchanged with the customer.

Merchants can see if there are any open cases (disputes or claims) from the customer. If they can see that the customer has a history of complaints and chargebacks against them, maybe it might be a good idea to tag that customer or block them from making future purchases.

Merchants can see a list of customers on product wait lists and have the ability to change their order in the wait list. Or in the case of a bad customer, the merchant can remove them from the wait list.

Each separate PayPal account requires merchants to have separate bank accounts which costs extra money. Allowing them to categorize by tags solves this problem and offers them the flexibility without PayPal having to customize the experience for each merchant type.

Merchants can access a customer’s purchase history, including returns and amounts spent and they can view messages they have exchanged with the customer.

Merchants can see if there are any open cases (disputes or claims) from the customer. If they can see that the customer has a history of complaints and chargebacks against them, maybe it might be a good idea to tag that customer or block them from making future purchases.

Merchants can see a list of customers on product wait lists and have the ability to change their order in the wait list. Or in the case of a bad customer, the merchant can remove them from the wait list.

Each separate PayPal account requires merchants to have separate bank accounts which costs extra money. Allowing them to categorize by tags solves this problem and offers them the flexibility without PayPal having to customize the experience for each merchant type.

Merchants can access a customer’s purchase history, including returns and amounts spent and they can view messages they have exchanged with the customer.

Merchants can see if there are any open cases (disputes or claims) from the customer. If they can see that the customer has a history of complaints and chargebacks against them, maybe it might be a good idea to tag that customer or block them from making future purchases.

Merchants can see a list of customers on product wait lists and have the ability to change their order in the wait list. Or in the case of a bad customer, the merchant can remove them from the wait list.

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© 2018 Anna Fung Henry. All Rights Reserved. 

© 2018 Anna Fung Henry. All Rights Reserved. 

© 2018 Anna Fung Henry. All Rights Reserved. 

© 2018 Anna Fung Henry. All Rights Reserved. 

© 2018 Anna Fung Henry. All Rights Reserved.