Merchant Lending

PayPal offers highly competitive and uniquely accessible business loans, beloved by the merchants who use them, but the product lineup is buried and unintuitive. This inhibits new adoption of PayPal's most profitable products.

I took aim at this problem and its underlying root causes, established and validated a vision of the ideal experience, and got executive approval and funding for the work, including approval for a new Line of Credit product. I then broke it out into a phased roadmap, progressively addressing each underlying problem in such a way as to mitigate risk and maximize efficacy and efficiency.

The project was cut short by layoffs, but before it was, completion of early phases of the roadmap yielded remarkable results, including a 25% increase in loan application starts, and later phases showing immense promise in user research, averaging 39% increase in comprehension of the product offering.

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Full case study will be posted by September 29 and in the meantime is available for live walkthrough.