DESIGNING CONVERSATIONS BETWEEN INTERFACES AND USERS

Overview: 

My first project at PayPal was to help modernise our Seller Tools that lets millions of Sellers reach out to their user base with a professional outlook. 

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Roles I played: Lead Content Designer  

Duration: 10 days

Stakeholders: Product Owner, Product Lead, Legal, and UX Designer

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Our goals:

• Make Seller Tools relevant to current times

• Improve the adoption of the Seller Tools

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My process:

• Identify the most commonly-used Seller Tools in the market and show them upfront

• Reduce the clutter and remove the outdated tools

• Make the copy action-oriented so that sellers can quickly make decisions 

• Bring more attention to the page and improve the adoption

• Re-categorize the tools in 2 buckets that let users find the tools easily: 

  • Selling online 

  • Getting paid

• Voice and tone: I had to acquaint myself with our voice and tone before writing. Examples:

  • Move away from first-person narrative​

  • Hello, Oxford commas!

• Make sellers feel that they are in control: I deliberately used keywords that make our users feel that they are in control  

• Get the copy legally approved for a global launch 

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