PayPal

PayPal moves money across 200+ markets — but behind the consumer magic is a complex merchant platform that businesses depend on daily. My team focused on the commerce and checkout side: the tools that help sellers accept payments, manage risk, and grow their business at global scale.

The challenge wasn't just improving an interface — it was rethinking how enterprise merchants experience PayPal end-to-end. From onboarding to checkout to reporting, every touchpoint needed to feel as seamless for the seller as PayPal already felt for the buyer. PayPal Checkout was a centerpiece: letting customers buy without re-entering shipping and billing details, while keeping everything secure for the merchant.

Working with internal and external research teams, we identified 20 major pain points across both the merchant and consumer sides. That research gave us the conviction — and the data — to redesign with confidence.

The insights were compelling: consumers are 54% more willing to buy when a business accepts PayPal, 59% of PayPal users had abandoned a transaction because PayPal wasn't available, and 44% of people trust businesses more when they see their preferred payment provider upfront. These weren't abstract metrics — they were the foundation for every design decision we made.

I collaborated closely with the UX team to create user flows and interactions that simplified the merchant experience without sacrificing depth. We ran multiple rounds of usability testing, observing real merchant behaviors to catch friction we wouldn't have found in a spec review.

The result was a platform that worked across every device, gave sellers the information and controls they needed, and integrated seamlessly with PayPal's broader ecosystem. The redesign addressed all 20 identified pain points, driving measurable gains in merchant satisfaction and business performance.