Redesigning a subscription paysheet
Company:
PayPal Checkout
Role: Sr. UX Manager | GA Release: Q2 2024
The Challenge
Subscriptions are tricky, checkout users need to quickly understand what they’re agreeing to, while merchants must meet strict legal and payment requirements. The balance between clarity and compliance was off. Having too much legal text overwhelmed users and too little risked failing regulatory standards.
The challenge was to design a checkout experience that felt trustworthy, visual, and fast, giving users confidence in their payment and terms without the friction of heavy, intimidating copy.
Role & Scope
I led a small, cross-functional crew, one product designer, content, and research to tackle the Subscriptions experience for both merchants and consumers. The goal was to balance compliance, clarity, and conversion in one cohesive flow as part of PayPal’s new Checkout initiative. Delivered over the Thanksgiving and Christmas holidays, this MVP served as the first live test for the company’s new U.S. checkout experience. It was built lightning fast, highly visible to leadership, and expected to set the standard of our new design system.
We tailored the new design system for this release, negotiated with Legal to trim intimidating jargon and improve conversion, and expanded our scope to improve in-app subscription management for a true end-to-end experience. Getting buy-in from our CDO, we explained the entire user journey to leadership, showing how design could simplify complexity and advocating for continued investment in optimization.
How I (Ship. Learn. Lead)
Inspired and shipped a subscription checkout experience that made legal terms visual, scannable, and easy to confirm.
Collaborated with Legal, Product, and Brand to balance accuracy and clarity, trimming intimidating jargon that slowed conversion.
Customized and extended components from the new XO PayPal Design System to support the MVP release.
Expanded scope to improve in-app subscription management, creating a cohesive end-to-end experience.
Got buy-in from our CDO, to expand our solution end-to-end and include subscription management to our roadmap.
Coached a small team through a high-pressure holiday delivery, maintaining quality, focus, and morale.
Laid the groundwork for PayPal’s checkout and compliance design strategy.
Key results
+145 bps CVR lift (GrubHub, DoorDash, Lyft)
+100 bps CVR lift (Uber, Albertsons, GitHub)
+31 bps CVR lift (Change.org, St Jude, SkinnyFit, Plex)
Scaled this US design to 100% ramp globally
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