PayPal Website Rebrand: UK
Process
Adding a payment method is a foundational action in the PayPal ecosystem. If users can’t easily link a card or bank account, they can’t fully engage with the wallet or complete payments confidently.
I worked on the Add Payment Method experience for PayPal UK, focusing on clarifying how users add cards and bank accounts, reducing friction in the setup flow, and reinforcing trust around sensitive financial actions all while supporting PayPal’s broader digital wallet strategy.
I started by partnering with Product Management, Research, and Analytics to define the core problem statement and to align on success metrics: improved task completion, increased wallet adoption, fewer support escalations, and measurable improvements in linked payment method growth.
This project required close alignment with business strategy shifting the wallet from a static UI surface to a trusted hub where users feel empowered to manage their financial tools.
Solution
The result was a reframed Add Payment Method experience that:
Articulated value before action
Rather than launching users directly into a form, we introduced the purpose and benefits of linking funding sources up-front reduced friction at checkout, flexibility to choose methods, and empowered financial control.
Simplified visual guidance
We used concise step visuals and plain language to communicate what happens next lowering anxiety before sensitive actions.
Focused primary action
A single, prominent CTA (“Add Card or Bank Account”) reduced distraction and increased task focus, creating a stronger information scent.
Embedded trust cues
We added contextual trust language woven into the UX security mentions, references to PayPal’s secure systems, and progressive disclosure of reassurance elements (not intrusive, but available where users paused most).
Proactive friction reduction
Impact
FAQs and help links were informed by real user confusion points, anticipating questions before they became drop-offs or support tickets.
+24%
increase in successful payment method additions after launch
lift in wallet setup completion rates
+16%
reduction in drop-off at the entry point to the add-payment flow
-20%
decrease in wallet onboarding related support inquiries