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Karen Pascoe's presentation at UX STRAT 2013
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Lean UX @ PayPalSharing lessons from our transformation
Karen Pascoe Senior Director, User Experience Design
Lean UX @ PayPalSharing lessons from our transformation
Karen Pascoe Senior Director, User Experience Design
Lean UX @ PayPalSharing lessons from our transformation
Karen Pascoe Senior Director, User Experience Design
The current payments landscape
Starting state: process centered
We needed to get back to our roots
Catalyst for change
Catalyst for change
How we started building product
Customer Centered
Design
Product
Technology
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
A bit about design methods
A bit about design methods
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.
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
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)
Scaling our process
Scaling our process
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
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
Barriers
Barriers
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
Implications for Design
• Designers are perfectionists
• Consistency requires investment
• We need to iterate our user insight
• We have more to do
Implications for Design
• Designers are perfectionists
• Consistency requires investment
• We need to iterate our user insight
• We have more to do
Q&A
Thank You :)
Reach out via LinkedIn if you have questions or want to connect
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