PayPal Offers and Rewards
Task
Improve the offers and rewards experience across the United States, United Kingdom, and Germany.
The Challenge
The pre-existing rewards experience was a bit dated and very content-heavy. There was a low participation rate and a high drop-off once someone saved an offer.
My goals were to increase transactions made with PayPal and increase engagement with offers, increase offer completions, increase email open rates, and make rewards a better experience.
My Thought Process
I wanted to start by reviewing the past analytics and user research results from the old experience. Once I noticed patterns and customer pain points, I worked with my UX designer and research partners to conduct preliminary interviews with participants. My designer and I used that feedback to create the first round of designs. Once we got our basic designs to a good place, we moved the screens into an interactive prototype and had our research partners perform a more intensive study with new participants.
My UX designer and I presented our work to design leadership at different milestones throughout the project. I would explain my thought process behind the content strategy and consider their feedback for the next round.
Once the designs started to solidify, I started working with my legal stakeholders and advocated for reducing content and legal disclaimers. This was the most time-consuming part of the process, since there are many legal stipulations in the finance world. We often had to compromise, so instead of removing content, I reduced it, which I considered a win-win.
The Outcome
In October 2024, the first full month of PayPal Everywhere being 100% rolled out in the US, we had a record-high TPV of $1.1 billion, a record-high 2.532M MAU, and first-time enrollment of the PayPal Debit Card went from 427.23K to 840.6K.
PayPal Everywhere in Germany was released in July 2025 and The UK version is slated to go live in October 2025.
