Impact
From our research efforts, we distilled actionable next steps that still impact PayPal’s design and development process to this day.
Awareness
- Workshops to raise awareness and build best practices of designing and developing with and for diverse groups on team-by-team, role-by-role basis.
- Invite guest speakers to talk about diversity and inclusion and raise awareness on what it means to build for diverse communities.
- Empower senior stakeholders start discussions with teams to raise awareness about designing for diverse groups.
Knowledge
- Provide case studies & examples that illustrate the business impact of designing for underrepresented communities.
- Focus efforts on function-specific training to close the awareness gap between roles.
- Create avenues for P&T teams to meet more underrepresented consumers to drive increased levels of empathy when building products.
Incentives
- Workshop to redefine what success looks like on a team-by-team basis.
- Develop guidelines and measurement standards to benchmark and identify concrete steps and measure progress for efforts.
- Leadership sets clear product goals and provides top-down support and incentives to product teams who have x% of customers coming from underrepresented groups.
Overview
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.