PayPal Invoicing
My role: Design manager, managing 2 designers
Year: 2023
My team and I simplified the first-time invoicing creation experience with the goal of increasing conversion by 1.5%.
We quickly ramped up on PayPal’s UI patterns, visual experimentation, user research analysis, and accessibility standards. I also contributed through stakeholder management, ensuring our design process was well documented, and facilitating conflict resolution across teams.
Final design, currently live
Final design, currently live
Final design, currently live
Final design, currently live
Final design, currently live
The knowns when we started
29 open buttons and fields
Gaps in instrumentation
70% web traffic
300k new users every day + 60% conversion drop
Old design (live when we started)
Old design (live when we started)
Guiding principles
Easy invoice creation
“I just want to get paid”
“be able to issue a professional invoice without the process being time-consuming and complex”
“spend time growing my business, not manually creating invoices, chasing customers to pay or understanding reports”
Convey trust
“convey trust and credibility to my customers by being able to issue a professional invoice when I sell to them”
Payment flexibility for my customers
“convert as many sales as possible even though I don’t have a physical or online store”
“to be able to issue an invoice that can be paid via the method my customer prefers”
How might we improve the invoice creation experience by allowing a simple guided flow that can be unfolded for advanced invoicing needs so sellers know what to do, can get paid fast and look professional?
Results
🏆 1.5% 5% lift for new customers sending invoices
🏆 lift in annual revenue 4x higher than planned
🏆 2 more full time designers joining the team
🏆 A fully instrumented experience and a baseline for experimentation and and A/B tests