ux strat 2013: karen pascoe, implementing lean ux across paypal: lessons learned

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Lean UX @ PayPal Sharing lessons from our transformation Karen Pascoe Senior Director, User Experience Design

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Karen Pascoe's presentation at UX STRAT 2013

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Page 1: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Lean UX @ PayPalSharing lessons from our transformation

Karen Pascoe Senior Director, User Experience Design

Page 2: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Lean UX @ PayPalSharing lessons from our transformation

Karen Pascoe Senior Director, User Experience Design

Page 3: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Lean UX @ PayPalSharing lessons from our transformation

Karen Pascoe Senior Director, User Experience Design

Page 4: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

The current payments landscape

Page 5: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Starting state: process centered

Page 6: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

We needed to get back to our roots

Page 7: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Catalyst for change

Page 8: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Catalyst for change

Page 9: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

How we started building product

Customer Centered

Design

Product

Technology

Page 10: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Customer driven design & innovation

Who is the customer?

What do they need/want to do?

Design concept for the flow and key screens

Validate designs with users

Improve design based on feedback

Prioritize needs & wants

Design

Product

Technology

Page 11: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

A bit about design methods

Page 12: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

A bit about design methods

Page 13: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Our Lean UX process

Conceptual Design

Prototype Test with actual customers

Learn from customers

IterateValidate Internally

Whiteboards, markers and post its.

Who needs a wireframe when you can code it?

Can we build it? Any business concerns?

How does this fit in to our design standards?

Live tests weekly with the whole project team in the lab What “didn’t”

they get?

Try some alternatives

repeat, repeat, repeat.

Page 14: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Our Lean UX process

Conceptual Design

Prototype Test with actual customers

Learn from customers

IterateValidate Internally

Whiteboards, markers and post its.

Who needs a wireframe when you can code it?

Can we build it? Any business concerns?

How does this fit in to our design standards?

Live tests weekly with the whole project team in the lab What “didn’t”

they get?

Try some alternatives

Core team: user experience designers, product managers and front end developers

Page 15: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Our Lean UX process

Conceptual Design

Prototype Test with actual customers

Learn from customers

IterateValidate Internally

Whiteboards, markers and post its.

Who needs a wireframe when you can code it?

Can we build it? Any business concerns?

How does this fit in to our design standards?

Live tests weekly with the whole project team in the lab What “didn’t”

they get?

Try some alternatives

Core team: user experience designers, product managers and front end developers

Special guest stars: architects, product architecture, subject matter experts (legal, risk & regulatory)

Page 16: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Scaling our process

Page 17: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Scaling our process

Page 18: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Where we’re at today

Lean UX:Define the experience

Agile:Build the experience into the full tech stack

Our design phase doesn’t need to follow formal Agile cadences, and we’re OK with that

Our full enterprise team likes formal agile cadences, and we’re also OK with that

Page 19: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Where we’re at today

Lean UX:Define the experience

Agile:Build the experience into the full tech stack

Our design phase doesn’t need to follow formal Agile cadences, and we’re OK with that

Our full enterprise team likes formal agile cadences, and we’re also OK with that

Page 20: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Barriers

Page 21: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Barriers

Page 22: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Lessons learned

• We all need to be in the same place

• Muscle memory is hard to overcome

• Don’t stay “black ops” for long

• This could have been easier w/o

legacy

Page 23: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Implications for Design

• Designers are perfectionists

• Consistency requires investment

• We need to iterate our user insight

• We have more to do

Page 24: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Implications for Design

• Designers are perfectionists

• Consistency requires investment

• We need to iterate our user insight

• We have more to do

Page 25: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Q&A

Page 26: UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

Thank You :)

Reach out via LinkedIn if you have questions or want to connect