Andreas Grünewald
Strategic UX Designer & Design Lead
ZETTLE BY PAYPAL
App & Web - Lead Designer
About the project
Part of their transition into the PayPal realm was primarily to migrate existing Zettle accounts to become PayPal accounts that had access to both companies' products. Secondarily it was to make all new accounts created through Zettle to in their foundation be a PayPal account. Thirdly, it was to give users with PayPal accounts access to Zettle's products without creating a new account.
The main challenge was to convert existing Zettle users by creating a simple wizard that would sell the PayPal account and products to them, and make the user understand what changes they'd experience after migrating their account to a PayPal account.
The end product consisted of design and development on both Zettle and PayPal domains, meaning a tight collaboration between the two companies was required to create a seamless experience for the end user.
Role
Design Lead
Outcome
- End-to-end delivery of Zettle account migration design, including research, interviews, wireframes, workshops, user testing, all-hands presentation, team alignment, UX architecture, technical discussions, and international project representation.
- UX architecture and user flow charts for all account migrations, including technical solutions created trough thorough collaboration with development teams.
- Closed beta roll out selected users in one market, followed through several analytics tools and KPI’s.
The Challenge
- International and cross-company collaboration
- UX strategy for account migration and cross-functional impact on product features
- Change management for non-technical customers - an account migration is both uninteresting to their business, and feels like a headache to understand for many
- Creating a user-facing brand adoption strategy - how to sell the new brand and reasons to migrate.
- Seriously complex technical solutions that most affected design, and needed high design ownership
Design Process
The process was very iterative, and each iteration contained roughly these steps:
- Flow charts as a foundation including both user journey and technical solutions (similar to a service blueprint)
- Wireframes and hi-fi’s
- UX Copy (worked together with copy-writer)
- International project representation on a weekly basis
- User testing and interviewing
- Repeat...
I worked closely with UX Copy writers, brand, marketing, and user researchers and analytics to make sure we created a smooth journey for our non-technical users, and held their hand along the way.
Considering the importance of the project, as its outcome laid a foundation for merging our environment into the acquiring company’s environment, I held several presentations on company all-hands to share our progress and knowledge about our work.
The Outcome
- Several entry points that caught existing users attention
- A well iterated wizard guiding the user through the changes that will happen
- A close collaboration with PayPal designers so they took care of our users after migration
- A solution for all new accounts to become PayPal accounts directly
A catcher for users - starts with a carrot (faster payouts) to get their attention and motivate them to perform the account migration. A custom blue used to hint on the PayPal colours.
Wizard step 3 - Summary of info and USPS, followed by a summary of the upcoming steps. Design works for users with or without existing PayPal accounts.
Post migration - user comes back to Zettle. They can continue as usual or read about UI changes.
Info modal and wizard about changes and remaining tasks, such as confirming their email address.
Andreas Grünewald
Strategic UX Designer & Design Lead
ZETTLE BY PAYPAL
App & Web - Lead Designer
About the project
Part of their transition into the PayPal realm was primarily to migrate existing Zettle accounts to become PayPal accounts that had access to both companies' products. Secondarily it was to make all new accounts created through Zettle to in their foundation be a PayPal account. Thirdly, it was to give users with PayPal accounts access to Zettle's products without creating a new account.
The main challenge was to convert existing Zettle users by creating a simple wizard that would sell the PayPal account and products to them, and make the user understand what changes they'd experience after migrating their account to a PayPal account.
The end product consisted of design and development on both Zettle and PayPal domains, meaning a tight collaboration between the two companies was required to create a seamless experience for the end user.
Role
Design Lead
Outcome
- End-to-end delivery of Zettle account migration design, including research, interviews, wireframes, workshops, user testing, all-hands presentation, team alignment, UX architecture, technical discussions, and international project representation.
- UX architecture and user flow charts for all account migrations, including technical solutions created trough thorough collaboration with development teams.
- Closed beta roll out selected users in one market, followed through several analytics tools and KPI’s.
The Challenge
- International and cross-company collaboration
- UX strategy for account migration and cross-functional impact on product features
- Change management for non-technical customers - an account migration is both uninteresting to their business, and feels like a headache to understand for many
- Creating a user-facing brand adoption strategy - how to sell the new brand and reasons to migrate.
- Seriously complex technical solutions that most affected design, and needed high design ownership
Design Process
The process was very iterative, and each iteration contained roughly these steps:
- Flow charts as a foundation including both user journey and technical solutions (similar to a service blueprint)
- Wireframes and hi-fi’s
- UX Copy (worked together with copy-writer)
- International project representation on a weekly basis
- User testing and interviewing
- Repeat...
I worked closely with UX Copy writers, brand, marketing, and user researchers and analytics to make sure we created a smooth journey for our non-technical users, and held their hand along the way.
Considering the importance of the project, as its outcome laid a foundation for merging our environment into the acquiring company’s environment, I held several presentations on company all-hands to share our progress and knowledge about our work.
The Outcome
- Several entry points that caught existing users attention
- A well iterated wizard guiding the user through the changes that will happen
- A close collaboration with PayPal designers so they took care of our users after migration
- A solution for all new accounts to become PayPal accounts directly
A catcher for users - starts with a carrot (faster payouts) to get their attention and motivate them to perform the account migration. A custom blue used to hint on the PayPal colours.
Wizard step 3 - Summary of info and USPS, followed by a summary of the upcoming steps. Design works for users with or without existing PayPal accounts.
Post migration - user comes back to Zettle. They can continue as usual or read about UI changes.
Info modal and wizard about changes and remaining tasks, such as confirming their email address.
Andreas Grünewald
Strategic UX Designer & Design Lead
ZETTLE BY PAYPAL
App & Web - Lead Designer
About the project
Part of their transition into the PayPal realm was primarily to migrate existing Zettle accounts to become PayPal accounts that had access to both companies' products. Secondarily it was to make all new accounts created through Zettle to in their foundation be a PayPal account. Thirdly, it was to give users with PayPal accounts access to Zettle's products without creating a new account.
The main challenge was to convert existing Zettle users by creating a simple wizard that would sell the PayPal account and products to them, and make the user understand what changes they'd experience after migrating their account to a PayPal account.
The end product consisted of design and development on both Zettle and PayPal domains, meaning a tight collaboration between the two companies was required to create a seamless experience for the end user.
Role
Design Lead
Outcome
- End-to-end delivery of Zettle account migration design, including research, interviews, wireframes, workshops, user testing, all-hands presentation, team alignment, UX architecture, technical discussions, and international project representation.
- UX architecture and user flow charts for all account migrations, including technical solutions created trough thorough collaboration with development teams.
- Closed beta roll out selected users in one market, followed through several analytics tools and KPI’s.
The Challenge
- International and cross-company collaboration
- UX strategy for account migration and cross-functional impact on product features
- Change management for non-technical customers - an account migration is both uninteresting to their business, and feels like a headache to understand for many
- Creating a user-facing brand adoption strategy - how to sell the new brand and reasons to migrate.
- Seriously complex technical solutions that most affected design, and needed high design ownership
Design Process
The process was very iterative, and each iteration contained roughly these steps:
- Flow charts as a foundation including both user journey and technical solutions (similar to a service blueprint)
- Wireframes and hi-fi’s
- UX Copy (worked together with copy-writer)
- International project representation on a weekly basis
- User testing and interviewing
- Repeat...
I worked closely with UX Copy writers, brand, marketing, and user researchers and analytics to make sure we created a smooth journey for our non-technical users, and held their hand along the way.
Considering the importance of the project, as its outcome laid a foundation for merging our environment into the acquiring company’s environment, I held several presentations on company all-hands to share our progress and knowledge about our work.
The Outcome
- Several entry points that caught existing users attention
- A well iterated wizard guiding the user through the changes that will happen
- A close collaboration with PayPal designers so they took care of our users after migration
- A solution for all new accounts to become PayPal accounts directly
A catcher for users - starts with a carrot (faster payouts) to get their attention and motivate them to perform the account migration. A custom blue used to hint on the PayPal colours.
Wizard step 3 - Summary of info and USPS, followed by a summary of the upcoming steps. Design works for users with or without existing PayPal accounts.
Post migration - user comes back to Zettle. They can continue as usual or read about UI changes.
Info modal and wizard about changes and remaining tasks, such as confirming their email address.