PayPal
Customer Experience Design, Web Site Design, Information Architecture, Web Site Usability, Content Writing
Payment Plans
PayPal is one of the world’s leading online payment processing companies. Recently, PayPal’s Merchant Services division acquired VeriSign Payment Services. They needed to add VeriSign’s higher-end product to their product line and clarify the differences between it and their other services. They hired Brook Group to revamp the main page of the Merchant Services area to show and explain all 5 products, improve individual pages for each product, improve the comparison chart and create a new product selection tool to guide prospects to the right product.
— Cliff H., PayPal
Thinking It Through
Brook Group began by providing wire frame concepts to the PayPal team to “quick start” their thinking in how to revamp these areas. We made a series of suggestions for each area and provided constructive feedback throughout the redesign process.
Off to See the Wizard
Based on research and dialog with PayPal, we gained an understanding of their complex products and determined the right questions to ask their customers to determine the right tool for their payment processing needs. We created a Recommendation Wizard that asked those questions and generated a solution based on their answers. It was tested in-house with PayPal stakeholders, given two rounds of usability testing with a series of representative users and then launched in tandem with PayPal’s site redesign.
The Outcome
The resulting wizard makes selecting a PayPal product remarkably easy. Every aspect of the site directs customers to learn more and purchase. The site and wizard have a cleaner look and feel. Most importantly, PayPal is seeing real results in the form of increased calls and leads.