Case 02PayPal
PayPal — two initiatives, two separate stories
Twenty-one months at PayPal produced two distinct pieces of work with different users, different risk surfaces and separately measured results. They are documented separately so each can be read on its own.
Role
Senior Product Designer
Period
Oct 2021 — Jun 2023
Location
Austin, TX
Status
Shipped
Choose an initiative
PayPal Developer Platform
- Problem
- Developers stalled mid-integration because the portal, the documentation and the tooling each described the same task differently.
- My contribution
- Design lead for developer.paypal.com and the documentation experience.
- Verified result
- 45K → 160K monthly U.S. developer-portal visits, quarter after launch.
ML-Assisted Authorization & Decline Handling
- Problem
- U.K. and EU merchants were losing revenue to declined authorizations they could not diagnose or fix.
- My contribution
- Designed the Authorization Report experience and its human-control points.
- Verified result
- ~$1M revenue improvement across multiple U.K./EU merchants, one quarter.
Results from the two initiatives are measured on different surfaces, in different markets, and are never combined. developer.paypal.com is a public surface, but all visuals are reconstructions; internal analytics and risk detail remain confidential.