Work samples
Resolution Center Redesign
The Resolution Center is the home of most post-transaction experiences on PayPal.com, where customers can address such issues as non-receipt of a product that was paid for through PayPal. I led the concepting and user experience effort to redesign three core Resolution Center screens, culminating in a 111-page UED spec developed between October '07 and January '08, with the product going live in July '08. As a direct result of this redesign, call volumes for PayPal's #1 and #3 top customer service call reasons, both related to Resolution Center issues, dropped by more than 40%. Most screen captures below contain FPO or unfinished content and are for illustrative purposes only. All personal information and case numbers are fake.
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Resolution Center main landing page (see original). What was a "one size fits all" page was split into two versions. At left is shown the standard form for average users, with focus placed on education and easily entering the "Report a problem" wizard. An alternate version is displayed to regular, experienced Res. Center users such as high-volume sellers, and includes a compact case summary dashboard and several additional options such as case search and a raw data download. |
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Dispute details (see original). When a buyer first reports a problem with a transaction, a "dispute" is opened which raises a flag in the seller's account and initiates communication between the two parties within the PayPal system. The details page alows linear communication as well as the negotiation of full or partial refunds. A summary of the disputed transaction is presented in the right column for easy reference. |
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Claim details (see original). If the two parties are unable to reach an amicable resolution in a dispute, either party can escalate the case to a PayPal claim, at which point direct communication between the two ends and PayPal collects and reviews information in the case to reach a final decision. Pictured here is a "worst case" view (with all possible options) for a seller who has submitted evidence to PayPal and is being asked to take further action. |
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This is a simpler view of a claim details screen as viewed by a buyer. Content is FPO and not accurate. Key takeaways are that the buyer is now kept informed of the current state of the case as well as what happens next and when. |
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This is a preview of the the experience poster presented to senior UED management for final signoff. |
Other projects
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Preview of a holistic user experience map providing talking points for a new feature concept. Due to unreleased functionality, fine details cannot be shown. |
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This was the very first screen I designed at PayPal, a simple file upload feature that was attached to a number of Resolution Center flows in Q2 '07 (previously evidence was only collected via fax). Though this page itself is straightforward in scope, pages that integrated or referred to the new functionality grew the documentation to 90 pages of UI spec and 100 pages of content spec. |
