PayPal Simple Invoicing

REDESIGN - mobile PRODUCT (2019)

With Mobile Invoicing small business owners can create and send professional invoices in seconds using the PayPal Business App. Every invoice paid means more revenue coming to their business.
The design uses progressive disclosure to show users the essential information they need to start, and allows them to add more to their invoices as needed.

Role

As a lead designer for the Business App, I redesigned our invoicing feature in partnership with designers, project managers and engineers who maintain Invoicing for web at PayPal.

How it works

The invoicing process starts with entry points to basic information. As the user completes these fields, the result is displayed on the invoice screen.
Merchants can select additional options from a sheet, which trigger new flows.

Problem discovery

A competitor launched a very similar invoicing product, putting PayPal invoicing under scrutiny: It had not been updated since its launch in 2016, and had a conversion rate 15% lower than its web counterpart. During my discovery process I pulled data from past diary studies, analytics and personas, concluding on two problems:

HOW MANY MERCHANTS USE THESE FIELDS?


Our main goal was to facilitate the invoicing process, so sellers can create invoices efficiently, and ultimately, send them faster. An improvement in sent invoices, from 65% to 80% was our measure for success.

Alignment and design facilitation

There were many opinions in the air on what we should do. In order to align both teams, I ran two ideation exercises: A FOG analysis, capturing facts, opinions and guesses, and an open ideation session so everyone had an opportunity to pitch ideas to improve invoicing.
I helped the team converge in 3 possible design directions to explore:

Design Proposals

I designed flows and prototypes with the three concepts, which I tested with 8 users each for comprehension and effectiveness of the flows:

Quick money request

Although users were very successful at following the flow, their mental model did not match the expected use. They didn't perceive a quick payment request as something professional enough.

Create templates on mobile

Templates are useful only for those merchants who sell merchandise without variations. For the rest creating a template on a phone was as time consuming (or more) than creating a single invoice from scratch.

Progressive Disclosure

When we showed this proposal to testers, most perceived it as simple and viable to use in multiple situations. Removing clutter from the screen improved the "ease of use" perception amongst participants. They appreciated having "extra" options out of sight, yet available at a single tap.

Optimizing flows

Removing clutter from the main invoicing screen was the easiest part. The invoicing sub-flows to add items, clients, taxes and more, were long and inconsistent. To close the circle towards creating a more effective experience, I got rid of the existing 13 unique flows used in 19 fields, and  created six patterns that engineers could build and reuse for similar flows.

In some cases these patterns specify different routes for fields in use for the first time Vs. pulling information from a list of items, clients, taxes, etc. and edition of those same elements.

6 FINAL FLOW PATTERNS (Intentionally blurred)

Final Design

The flow optimization also helped make unified decisions on how we present fields.

In the final design the user access sales insights from an entry point in the home screen. Sales can be viewed in different tabs corresponding to time periods. Users can scroll through time sideways and tap on plot points to view information specific to a point in time.
Some details like including the merchant's photo or logo were left out due to technical difficulties loading the information.

SIMPLE INVOICING
"MORE" SELECTION SHEET
COMPLETED INVOICE
RECAP

Impact

Increased conversion

Simple invoicing is still in experimental phase. Conversion was ramping up at 77% during the first month.

More effective flows

The six flow patterns helped engineers streamline their work and create reusable components.

Influenced invoicing on web

The simplified approach to invoicing was carried over to invoicing for web.

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