Turning Application Friction Into Adoption
Six Credit Products. One Clearer Path Through Checkout.
- My Role
- Led the 1.5-month redesign of six US and UK PayPal credit products for the new checkout framework. I unified application patterns and content across the portfolio, reduced Pay in 4 from three steps to one, and helped lift its conversion to 208% of baseline.
Why PayPal credit applications needed redesign
A credit card takes seconds. Applying for PayPal credit interrupted the purchase every time. The project began with one question: how much of that friction was actually necessary?
The Scope
The assignment looked like six separate redesigns.
Six products had evolved across two markets, each with its own funnel, success metrics, and regulatory constraints. Mapping them side by side revealed that the assignment was not six separate problems. It was one repeated interruption at checkout.
- Credit products
- 6
- Markets
- 2
- Checkout framework
- 1
- Months
- 1.5
Pay in 4
United States
Pay Monthly
United States
PayPal Credit
United States
PayPal Mastercard
United States
Pay in 3
United Kingdom
PayPal Credit
United Kingdom
Different products. Different constraints. The same interruption.
Deep Dive
Pay in 4 made the problem impossible to ignore.
Among the six products, Pay in 4 exposed the clearest version of the shared problem: customers moved through three application steps before they could complete their purchase. Each transition added distance between choosing Pay in 4 and completing the purchase.
One page brought the decision back into focus.
The redesign consolidated the journey into a single review-and-apply page, allowing customers to understand the information and act without navigating a multi-step funnel.
The three changes that mattered
01 — Consolidate
Bring the three application steps into one review-and-apply moment.
02 — Clarify
Present customer details, autopay information, and agreements together before commitment.
03 — Unify
Create content and interaction patterns that could be reused across products and adapted for US and UK requirements.
Impact
2023
H1 2024
Credit product utilization
Credit product conversion
Increase of 28 percentage points
Annual incremental revenue (iRev) increase
25.6%
One product proved the pattern. Six products demonstrated its value.
Pay Monthly
2.3%
Increase in conversion
5.45%
Annual iRev increase
PayPal Credit US
6.3%
Increase in conversion
10.32%
Annual iRev increase
PayPal Mastercard
3.1%
Increase in conversion
7.61%
Annual iRev increase
PayPal Credit UK
5.3%
Increase in conversion
2.22%
Annual iRev increase
Pay in 3 UK
78%
Increase in conversion
37%
Increase in ave. monthly TPV
US Credit
Pay in 4
0%
TPV
Pay Monthly
0.00%
iRev
PayPal Credit
0.00%
iRev
PayPal Mastercard
0.00%
iRev
UK Credit
Pay in 3
0%
TPV
PayPal Credit
0.00%
iRev
Total annual iRev increase
0.0%Behind the Work
How the work ran: AI-assisted discovery, cross-functional review, and six-product delivery
The workflow connected requirements, AI-assisted discovery and iteration, user research, product and legal reviews, leadership alignment, development support, and measurement across all six credit products.
Swipe to explore the workflow.
Design System Gap → Build Plan
Partnered with six product teams, leadership, and cross-functional stakeholders to synthesize meeting notes in ChatGPT, mapping each product's funnel, success metrics, and US–UK regulatory constraints—accelerating 40+ design iterations through stakeholder review without rebuilding each concept from scratch.
