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UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

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Karen Pascoe's presentation at UX STRAT 2013

Published in: Design, Technology, Business
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UX STRAT 2013: Karen Pascoe, Implementing Lean UX Across PayPal: Lessons Learned

  1. 1. Lean UX @ PayPal Sharing lessons from our transformation Karen Pascoe Senior Director, User Experience Design
  2. 2. Lean UX @ PayPal Sharing lessons from our transformation Karen Pascoe Senior Director, User Experience Design
  3. 3. Lean UX @ PayPal Sharing lessons from our transformation Karen Pascoe Senior Director, User Experience Design
  4. 4. The current payments landscape
  5. 5. Starting state: process centered
  6. 6. We needed to get back to our roots
  7. 7. Catalyst for change
  8. 8. Catalyst for change
  9. 9. How we started building product Customer Centered Design Product Technology
  10. 10. 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
  11. 11. A bit about design methods
  12. 12. A bit about design methods
  13. 13. Our Lean UX process Conceptual Design Prototype Test with actual customers Learn from customers IterateValidate Internally Whiteboards, ma rkers 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.
  14. 14. 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
  15. 15. Our Lean UX process Conceptual Design Prototype Test with actual customers Learn from customers IterateValidate Internally Whiteboards, ma rkers 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)
  16. 16. Scaling our process
  17. 17. Scaling our process
  18. 18. Where we’re at today Lean UX: Define the experience Agile: Build the experience into the full tech stackOur 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
  19. 19. Where we’re at today Lean UX: Define the experience Agile: Build the experience into the full tech stackOur 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
  20. 20. Barriers
  21. 21. Barriers
  22. 22. 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
  23. 23. Implications for Design • Designers are perfectionists • Consistency requires investment • We need to iterate our user insight • We have more to do
  24. 24. Implications for Design • Designers are perfectionists • Consistency requires investment • We need to iterate our user insight • We have more to do
  25. 25. Q&A
  26. 26. Thank You :) Reach out via LinkedIn if you have questions or want to connect

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