PayPal

Helping employees work smarter with a digital personal assistant

Challenge

PayPal has a young, ambitious workforce and vibrant culture – but struggles with employee engagement on its digital channels. Their mission was to delight and motivate employees through a smart and simple omni-channel experience that integrated into their daily work practices. 

Solution

In close partnership with stakeholders, we began to imagine and strategize the solution. All considerations of digital were in – such as voice, wearables, bots, social, mobile, search, and desktop – driven by business intelligence, AI, and adaptive content and design. For the first release, we focused on making key activities simple through efficient delivery of services and decision support.

I created a design approach aimed to meet people where they are, anticipating their intent at the point of need and delivering an individualized, ever-present, and eminently convenient experience – like a personal assistant that helps accomplish tasks quickly and guides towards the best outcomes.  Analytics and AI-driven insights were used to factor implicit and explicit user data. Combined with qualitative inputs from employees and stakeholders, this data powers an experience that can listen, learn, and adapt to the changing needs of the business and its people.

The solution will evolve the employee experience far beyond its current role as a technology aggregator to deliver a holistic, delightful solution that streamlines everyday work and connects a more engaged and productive organization. 

My Role

My role was lead User Experience designer, including:
  • Analysis of current state work practices to understand how to ingrate digital-first solutions while keeping employees productive.
  • Design and development of all user experience deliverables such as design concepts, wireframes, scenarios, etc. Axure was the main tool used for wireframing and prototyping. 
  • Development of design frameworks that enable new experience paradigms and interactions across all customer touchpoints.

Sample Deliverables

Design Principles

Foundational UX concepts, priorities, and goals that provide measures for ensuring a holistic, integrated experience governance.

Wireframes

Staff Changes Wizard is an assistant that provides contextual guidance and support to enable well informaed decisions for complex scenarios.

Results

A new digital employee experience with innovative self-service capabilities

The envisioned solution leverages digital-first technology to deliver a simple, intelligent, intuitive self-service experience and drive adoption. It provides a seamless experience across multiple channels and touchpoints.

AI-driven channels provide answers to simple questions

The use of chatbots working seamlessly across multiple channels including intranet, watches, phones and slack integrations, creates an on-demand employee experience, no matter where people are.

"Smart Search" improves findability of information, data, and people

Smart search curates bundles of high value, relevant content leveraging structured content models to provide a common search experience across all devices. It supports the presentation of richer contexts through content snippets and personalized data.

Proactively provide knowledge and guidance based on predictions and trends

Analytics and AI-driven insights are used to factor implicit and explicit user data, creating a more hyper-personalized experience.