Merchant Account Activation

I redesigned the merchant account activation flow to help merchants quickly set up their accounts and be able to accept payments for their business. We know that the sooner merchants are able to accept payments, the more engaged they are and the more revenue they will generate for their business as well as for PayPal. As the lead designer, I collaborated with my team tirelessly to improve the merchant activation rate by 39% within 8 months, which translated to an increase of $5 million in revenue for PayPal during the first year.

PayPal | Lead Designer | 2014

Website

I redesigned the merchant account activation flow to help merchants quickly set up their accounts and be able to accept payments for their business. We know that the sooner merchants are able to accept payments the more engaged they are and the more revenue they will generate for themselves as well as for PayPal. From the day I started, I collaborated with my team tirelessly to improve the merchant activation rate by 39% within 8 months, which translated to an increase of $5 million in revenue for PayPal during the first year.

PayPal | Lead Designer

Website

Here's the flow...

1.3-Activation-On-Website-Option-A-Expanded

1.4-Activation-On-Website-Option-B-Expanded

1.5-Activation-On-Website-Compare-Options

2.3.1-Account-Setup-Confirmed-Business-Name

Understanding merchants.

Identifying UX issues quickly.

Understanding merchants.

Identifying UX issues quickly.

Understanding merchants.

Identifying UX issues quickly.

When I joined the Merchant Activation team at PayPal, there was a new merchant activation experience that had just launched but it caused the merchant activation rate to go down by 2 percentage points. The flow had merchants first confirm their email (which caused a 30% drop off) and link a bank, processes that take a little time and can be done later.

Based on research and my past experience as a merchant, I redesigned the flow to increase merchant engagement, and complete payment and account setup tasks. Our development team pushed the initial changes within a day and we learned from analytics that activation increased by 2 percentage points immediately. The new flow helped merchants set up ways to get paid and especially for merchants who already accepted credit cards on their store shopping carts, hooking them up with Checkout with PayPal immediately allowed them to accept payments through PayPal.

With further design iterations and rounds of prototyping and user testing, our team helped improve merchant activation by another 20% within 7 months as compared to Classic which had been optimized for 10 years.

My role was lead UX/UI designer and I collaborated with my product manager, visual designer, content manager, research lead, and two web developers...one of the best teams I've ever worked with.

When I joined the Merchant Activation team at PayPal, there was a new merchant activation experience that had just launched but it caused the merchant activation rate to go down by 2 percentage points. The flow had merchants first confirm their email (which caused a 30% drop off) and link a bank, processes that take a little time and can be done later.

Based on research and my past experience as a merchant, I redesigned the flow to increase merchant engagement, and complete payment and account setup tasks. Our development team pushed the initial changes within a day and we learned from analytics that activation increased by 2 percentage points immediately. The new flow helped merchants set up ways to get paid and especially for merchants who already accepted credit cards on their store shopping carts, hooking them up with Checkout with PayPal immediately allowed them to accept payments through PayPal.

With further design iterations and rounds of prototyping and user testing, our team helped improve merchant activation by another 20% within 7 months as compared to Classic which had been optimized for 10 years.

Interactive prototypes and user testing.

To ensure merchants can get set up to be successful as quickly and easily as possible. So they can get right on to their business.

I didn't get to keep a whole lot of project artifacts, but here's a screenshot from my amazing lead merchant researcher for one of our last rounds of usability testing...

Interactive prototypes

and user testing.

To ensure merchants can get set up to be successful as quickly and easily as possible. So they can get right on to their business.

I didn't get to keep a whole lot of project artifacts, but here's a screenshot from my amazing lead merchant researcher for one of our last rounds of usability testing...

Interactive prototypes and user testing.

To ensure merchants can get set up to be successful as quickly and easily as possible. So they can get right on to their business.

I didn't get to keep a whole lot of project artifacts, but here's a screenshot from my amazing lead merchant researcher for one of our last rounds of usability testing...