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Profile redesign for PayPal Inc

A place where user can manage their profile/settings information.

Problem

Based on our research we identified four major problems with PayPal 's old profile page.

  1. Findability: The profile page on PayPal was essentially a link farm with similar links all hiding diverse content and editing forms.
  2. Comprehension: The link names were confusing, also it was not easy to describe a feature in just few words.
  3. Scalability:  It was not scalable to accomodate new products and features.
  4. Task completion: With no visibility on what’s on file it is up to the user to figure out what to do for every simple tasks like editing, removing or adding personal information.

Overview

We intended to design a scallable system which can not only provide an easy way for users to view all their profile information but also provide a quick access to update those information on the page itself through inline forms without having the user to leave the page. In order to achive this we did extensible research to understand user behavior through site catalyst analysis, site feedback and card shorting exercises.

Research

To drive profile design, we observed years of site catalyst data to understand user behavior and identify key information user looks for when they visit profile, conducted card shorting exercises to understand how user perceives the information presented on profile and finally observed several rounds of think-aloud usability study on initial concept designs to validate the design ideas and identify usability issues. Based on the research and our understanding of PayPal, we created this new Information Architecture to help user comprehend and complete the task in the most efficient manner.

In this new IA we have logically grouped all the settings into four major buckets in the form tabs.
1) My personal info
2) My Money
3) My account settings
4) My selling tools

We have carefully selected this layout with horizontal rows to make it scallable, so new sections/settings can be added easily without altering the page design. Again, we have proposed inline messaging for each section so user can quickly glance at the page and take any necessary action, which will eventually help in keeping customer information current.