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. 

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 was lead User Experience designer, including: