Introduction and role

ux, ui, prototyping, research

The newly-designed PayPal Consumer Mobile App, or Venice, was released in late January 2016. I started as a full time Product Designer just right after the app was released, continuing the work I had begun as an intern the summer before. One of the features that the app did not support in its first release was the ability to let people add their bank. People would either get redirected to a mobile web view or have to add their bank via the desktop on their PayPal account. This feature was a high priority for us as it would increase customer acquisition as well as unlock more features for them, making the app easier to use. I started off as a junior designer for this project but very quickly became the lead and subsequently the owner of the entire Wallet section of the app.

Business objectives

The first flow we tackled was the Manual Add Bank for the US. The pattern of this manual flow needed to be scalable for other countries as well. Customers with bank accounts are more valuable to us than ones with only credit cards as we make more per transaction.

After rolling out this feature in the US, we would then need to support this same feature in other countries around the world. Although Instant Add Bank has less friction, it it's not globally supported. The difference between Instant and Manual is that for instant, a customer can simply log in to their online bank within the native PayPal app experience. In the manual flow, customers add their bank account through the traditional model with a routing and account number or any other combination of data points specific to other countries.

The problem we’re solving

Customers who want to send money without a fee, add money to their balance, transfer from their balance, or pay their PayPal Credit bill need to add a bank. This feature will allow customers to seamlessly add their bank account within the native app. For customers who don't have a credit or debit card, having a bank linked to their PayPal account is one of the only ways to shop online.

Limitations and constraints

The Manual Add Bank is an archaic process. The US requirements to add a bank are Type of account, Routing and Account number. About 97% of our customers add a Checking Account versus a Savings Account, so we default to a Checking Account to make the flow simpler.

To help people to find their account and routing numbers, we provide a check graphic in a popup. Today, however, fewer people have checks to reference. Moreover, the confirmation process adds days and kills a flow if a bank is added during a payment. Different countries have different combinations of data points required — not all are routing and account numbers, so use of check images and a step-by-step process doesn't scale globally. Additionally, in some countries, we can't immediately verify an account number — a customer may add a bank without knowing until later that it failed.

Current state

This Manual Add Bank flow is a ongoing project. We are continuously expanding to more countries to enable customers to add their bank account natively. However, as previously mentioned, different countries have different requirements. This created a lot of little business problems that needed a big team effort to solve. I worked closely with the PM for this project to come up with scalable solutions, and, along with our team of engineers, tried to find ways to incorporate a template-based form to minimize custom-written code.

We’ve already launched in a number of countries where our solution has proven to work successfully. Customer acquisition has increased, and we are enabling people to manage their money more securely and effectively.