PayPal Guest Checkout
Company:
PayPal Guest Checkout
Role: Sr. UX Manager | Timeline: Q3 2025
The Challenge
PayPal's old guest checkout was long, cluttered, and painfully manual. Many users were getting lost in the process, a whopping 70% dropped off before completing payment. Even worse, 16M PayPal members were checking out as guests every year because the experience didn’t recognize them.
The challenge: streamline the flow without losing clarity. We needed to make it fast and simple, help recognize members sooner, and remove the friction that made other solutions like Shop Pay and Bolt more appealing.
Role & Scope
Design kicked this project off with a one-week sprint to build the pitch. We dove into data, drop-off analytics, and user research to uncover what was broken.
I created two storytelling videos that visualized the current pain points and how a reimagined guest flow could fix them, a pitch that secured executive buy-in.
Once aligned, design, content, and research turned the idea into a live MVP.
We rebuilt the guest flow from the ground up: fewer steps, cleaner visuals, and a clear path for members to log in, reframing “guest” as a faster, smarter way into PayPal.
How I (Ship. Learn. Lead)
We shipped an MVP test in one month with a lean, cross-functional crew.
Simplified the flow for both first-time and returning users, eliminating unnecessary fields and confusing copy.
Partnered closely with content and research to validate clarity and tone, balancing speed with trust.
Pitched the vision narrative to leadership, showing how design could drive measurable growth.
Used this vision success to test fast and iterate smarter, aligning user insights with business goals week over week.
Key results
+4.4M new accounts in four months; 30M was projected for the following year.
+15 bps conversion lift and faster member logins.
Reduced 21% of drop-offs by simplifying form fields and improving autofill.
700K new accounts in the first month after launch.
Praised by PayPal’s SVP of Customer Experience for “raising the bar for how to pitch an idea.”
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