Reducing Friction

Optimizing Loan Application Flows in PayPal Checkout

My Role

This initiative, driven from the highest levels, aimed to completely redesign the PayPal checkout experience. I led the redesign of all US and UK credit products, ensuring they were optimized for the new framework and delivered a seamless user experience.

Timeline

1.5 months

Platforms

iOS/Android mobile and desktop

Problem

Paying with a credit card is seamless and nearly instant, while using a PayPal installment credit product requires customers to complete a rigorous, multi-step application at every checkout. This added friction disrupts the purchase flow, hurting conversion, repeat usage, and adoption of one of PayPal's key revenue-driving products.

In this case study, I'll highlight our Pay in 4 product, which experienced the most impactful changes.

Competitive analysis

Pay in 4, our top installment product, faced tough competition. We analyzed competitor screens and combined insights with our research to create the most streamlined flow for returning customers.

The biggest challenge was coordinating across a large group of stakeholders, including my immediate team, cross-functional partners, product owners, and leadership.

Because PayPal UI 4.0 was not available for this initiative, we often had to create components ourselves. This required several rounds of iteration and review before the components were approved by all stakeholders.

Impact

2023

H1 2024

Credit product utilization

38%

47%

Credit product conversion

51%

79%

Increase of 27%

Increase in annual revenue

$784M

208%

Increase in conversion

$598M/mo.

Trending total purchase volume

What did I do?

Drove cross-functional collaboration across Content, Product, and leadership to optimize onboarding and purchase flows for six credit products in the new PayPal checkout, contributing ~$784M to PayPal's bottom line.
Reduced the Pay in 4 funnel from three steps to one across U.S. and U.K. markets, removing friction and improving the experience for repeat users.

More work Prototype