<aside> 💡 Note: Due to NDA, works done for PayPal can't be shared publicly. Hence I will be only giving a brief description of the kind of work that I have done. To know more, please reach out to me ([email protected])
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At PayPal, we noticed a big problem for software developers: they spend too much time searching through piles of documentation to find what they need for building and connecting our services. This slows down development and makes it harder for businesses to use PayPal smoothly. So, we set out to fix this by making the information easier to find and use.
<aside> 🎯 Our primary objective was to alleviate the burden on developers by simplifying the process of finding relevant information. By doing so, we aimed to enhance the experience for internal developer as Beta and later for 2.5M+ merchant developer, making development and integration smoother. Ultimately, this initiative would enable developers to advocate for PayPal integration confidently, providing us with a competitive edge in the market.
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Throughout this project, I collaborated closely with the developer platform team, responsible for the tools utilized by our developers. Additionally, I worked alongside the Designer, product team, content strategist, and researcher to pinpoint the root of the problem and devise effective solutions.
How might we streamline the process of accessing essential information and documentation for developers, making it easier and faster to integrate PayPal seamlessly?
We took a step-by-step approach to understand what developers really need. We came up with ideas, checked them with users, analyzed requirements, and improved our designs. Working closely with different teams helped us see the big picture and stay on track.
Our research endeavours commenced with an analysis of the GenAI benchmark, focusing on how various bots responded to user queries. We noted critical aspects such as language usage, handling of negative scenarios, and the integration process's entry point. This analysis provided valuable insights that informed our approach to developing an intuitive solution.
<aside> 💡 8 Iterations
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<aside> 🎫 18% decrease in support ticket rates.
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<aside> 👥 1000+ users + Beta users
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