Although PayPal seeks to be a leader in the creation of inclusive products and services, they had yet to develop and embed inclusion into the core of the way we build. Additionally, there are deltas between the level of understanding and readiness between different functions, product teams, and business units.
As a UX Researcher, I raised awareness about product inclusion, distilled actionable next steps, and helped to establish the inaugural benchmark of product inclusion within PayPal that continues to shape PayPal’s product design and development ethos.
As the quantitative researcher, I created a company-wide benchmark survey that captured the knowledge, incentives, and awareness of engineers, product managers, and designers at the director level and below. We focused on that group of participants after I sorted through a Pivot Table of potential participants: we wanted to gather data from people who worked most directly with the product.
I created a survey research plan, which includes the survey purpose, work items, survey design, the GDIB guidelines we are using, our survey design, and our bank of questions for the survey. After I finalized the plan, I created the company-wide survey within Qualtrics, pilot-tested the survey with internal stakeholders, then I finalized and launched the survey to the whole company.
After synthesizing results from my quantitative survey study and my research partner’s qualitative user interviews, we distilled a powerful series of actionable next steps.
From our research efforts, we distilled actionable next steps that still impact PayPal’s design and development process to this day.