PayPal

March 2024 – August 2025

Lead and managed the User Experience Design efforts, overseeing the creation and delivery of all design elements and deliverables for more than 10 complex initiatives and work-streams.
Cultivated and maintained robust relationships with key business representatives at PayPal and project leadership at Salesforce through consistent and effective communication.

Proving our Value & Expanding our Footprint

The 10+ initiatives and work streams that I have overseen and managed the user experience design for include Seller Launchpad, Manager Dashboard, Enhanced Manager Dashboard, CRV Merchant View, CRV Case Management, Agent Assist, Patagonia, etc.
I have effectively demonstrated the value of Experience Services to PayPal and have expanded the footprint for Experience Services through additional engagements in new PayPal business tracks, including Patagonia (Sales/Quoting Experience) and Agent Assist (enhancing the agent experience), among others.
The work I have done on both the Deal Acceleration and the CRV workstream have exemplified the capabilities of the Salesforce design team. My efforts highlight our collaborative approach, high delivery standards, and the immediate value we can bring to any project or organization.

Problem Analysis

PayPal’s existing Sales Homepage lacks essential functionality and remains largely unused, causing sellers to waste significant time searching for their next tasks or actions within the system.
Sellers face a demanding and multifaceted daily routine, which includes nurturing prospects, engaging with contacts, making calls, generating quotes, tracking approvals, negotiating deals, and securing signatures.
The complexity of sellers’ responsibilities has created a need for an intelligent system that can streamline their workflow, allowing them to concentrate on high-impact activities.
There is a critical need for a solution that can effectively track team dependencies and
provide seamless integration with Salesforce to enhance overall efficiency and productivity.

Human-Centered Methodologies

Implemented a comprehensive Human-Centered Design process, integrating user research, collaborative design workshops, and ongoing usability testing across various business units.
Executed thorough user research, systematically analyzing and synthesizing insights to identify key user groups and areas for improvement.
Collaboratively developed the vision for the Seller Launchpad with users and business unit stakeholders, transforming it into an intelligent and actionable hub aligned with the Deal Acceleration Roadmap.
Facilitated project delivery and implementation through iterative design, employing prototyping and rigorous usability testing to ensure optimal user experience.

Intelligent & Action-Oriented Seller Launchpad

The Seller Launchpad functions as a centralized platform, delivering intelligent insights that empower users to drive their daily activities, stay informed, and engage effectively with customers and prospects.
Users can prioritize and filter recommendations based on opportunity stage & value, enhancing the user experience through visual filtering.
The Seller Launchpad enhances efficiency for even the most experienced sellers by leveraging over 20 business rules to provide the sales team with tailored action items.
It optimizes task completion by offering reminders for overdue tasks and providing guidance through complex pricing and legal processes, ensuring the most critical tasks are addressed promptly.

Crafting Expert Solutions with Precision

Leading the design efforts by actively participating in stakeholder meetings to gather requirements and meticulously develop detailed deliverables.
Responsible for all UX activities, including the creation of wireframes and user flows, as well as UI tasks such as developing high-fidelity mockups and fully branded interfaces.
Collaborating closely with Technical and Solution Architects to navigate project constraints and validate the technical feasibility of proposed solutions, working in conjunction with a larger team including Business and Technical Architects.
Providing ongoing design support to the team, addressing issues, answering questions,
and delivering expert solutions.
Established a standardized protocol for Figma files, enhancing team coordination & alignment.

Collab to Craft Innovative & Tailored Solutions

Spearheaded the definition, planning, and structuring of co-create sessions with clients, ensuring alignment on clear objectives and desired outcomes.
Developed detailed artifacts and compelling visuals to support the workshop, thereby enhancing participant comprehension and engagement.
Directed and facilitated several co-creation workshop sessions, guiding a diverse group of global participants through collaborative activities.
Oversaw and coordinated with participants from various regions, fostering a collaborative atmosphere and ensuring inclusive and active participation.

Design Feedback & Validation from Users

Lead and conducted 20+ remote usability testing sessions with global sellers.
Developed high-fidelity interactive prototypes, serving as critical tools for comprehensive usability testing with end-users.
Leveraged testing to validate design concepts, uncover potential issues, and implement rapid iterations based on feedback.
Optimized the usability testing process to ensure efficiency and effectiveness, resulting in actionable insights and continuous design enhancements.