ANDY DUNMIRE
  • Welcome
  • Portfolio
    • Debit Card Servicing
    • Hold Protection
    • Conference App
    • Invoicing Simplified
    • Design Facilitation
    • Homepage Redesign
    • Stanford Engineering
    • Hotel Internet
    • All Case Studies
  • Logos & Branding
  • Contact

PayPal

Merchant Hold Protection

Background

At the core of PayPal's payment processing sits a complex web of risk rules and algorithms that mitigate potential losses from risky transactions. Money from these flagged transactions can be held by PayPal until properly resolved, but at the same time starves small businesses of their critical cash flow. In 2018, there was a growing perception among PayPal merchants that these policies were too opaque, confusing and unfair. 

Goals

  • Position PayPal as the fastest way to get paid
  • Eliminate occurrences for cash flow disruptions
  • Reassure merchants that we have their back
“PayPal's risk policies are confusing and unfair”
“PayPal always sides with buyers during disputes”
“Holds have a real impact on cash flow”

Problem Statement

As a small business owner, I need easy and quick access to my money, without unfairly invoking risk policies that leave me feeling confused or short on cash.
EXPERIENCE CONSIDERATIONS
We debated two approaches; a dashboard as a destination, or in context to the merchant's account summary.
Picture
PRODUCT NARRATIVE
Picture
Picture
Picture
CONTENT VARIATIONS
To increase comprehension of the new benefit, I mapped the relevancy of content in this matrix of eligibility and scenarios.
Picture
Picture

Final Execution

Picture

Results

Picture

Congratulations to @PayPal for winning the 2019 @AiteGroup Digital Wallet Innovation Award!#MPC19 #mpcevents #mobilepayments pic.twitter.com/m9lWwEKgrR

— Mobile Payments Conference (@mpcevent) August 27, 2019

Press Coverage

Picture
Picture
Picture

Hi, I'm Andy!

I'm an award-winning designer in Silicon Valley.
COPYRIGHT © 2011 — 2020. ALL RIGHTS RESERVED..
  • Welcome
  • Portfolio
    • Debit Card Servicing
    • Hold Protection
    • Conference App
    • Invoicing Simplified
    • Design Facilitation
    • Homepage Redesign
    • Stanford Engineering
    • Hotel Internet
    • All Case Studies
  • Logos & Branding
  • Contact