PayPal is a digital payment service that allows individuals and businesses to make and receive payments in countries around the world. PayPal's global platform is available in over 200 countries and supports more than 100 different currencies offering a variety of international payment solutions, including cross-border payments, multi-currency processing, and local payment methods.

When PayPal set out to redesign paypal.com for Asia-Pacific region, it turned to Favorite Medium. Although the company’s US headquarters had created branding and UI guidelines for its revamped American site, these guidelines didn’t necessarily work well for other countries where the products and user needs were different.

We conducted thorough research and testing for five markets: Australia, China, Hong Kong, India, and Singapore. Through in-person user interviews, usability lab testing, analytics reviews, and market competitor analysis, we uncovered insights to help PayPal improve site performance and increase user acquisition. Working in partnership with PayPal’s regional offices on long-term projects, we also created a more robust UI component guidelines that covered typography and visual asset libraries such as icons. The guidelines ensure that PayPal’s digital design looks and feels consistent across all its platforms while also allowing customization tailored to each area’s needs.

• Conducted stakeholder interviews, site audit, and competitive analysis
• Directed user interviews, in-lab user testing, and user journal
• Identified opportunities and pain points in key user journeys
• Website redesign and user validation for Australia, China, Hong Kong, India, and Singapore markets
• Collaborated with regional offices across APAC on the design component guide and helped them adapt the new design system to their local needs