Turning Money Flows
into User Value.

Turning Money Flows into User Value.

Zettle by PayPal

Area Design Lead

My role

As Area Design Lead, I was accountable for shaping how financial services were experienced across Zettle and PayPal. I connected organizational knowledge about money flows between the two platforms with user needs, ensuring complex financial processes translated into clear, trustworthy, and intuitive customer experiences.

I also drove discovery work for new Zettle services, such as appointment scheduling for hairdressers in the Zettle Go app - helping identify opportunities to expand the product offering, simplify workflows for small businesses, and unlock new revenue potential.

As an Area Design Lead for Zettle Financial Services, I was accountable for bringing organizational knowledge around how money flows between Zettle and PayPal and how that affects the user experience.

I also contributed to a discovery phase around Zettle services, such as appointments for hairdressers in the Zettle Go app.

AREA LEAD

EXPERIENCE LED

FINTECH

TRANSFORMATION

DESIGN STRATEGY

STAKEHOLDER MANAGEMENT

Opportunities

Unification

How might we make the ecosystem feel like one unified product rather than two stitched-together services?

Unification

How might we make the ecosystem feel like one unified product rather than two stitched-together services?

Measurable

How might we define UX outcomes that are measurable, actionable, and tied to business goals so all teams move in the same direction?

Measurable

How might we define UX outcomes that are measurable, actionable, and tied to business goals so all teams move in the same direction?

Detailed Deposits

How might we simplify reconciliation for merchants so that PayPal and Zettle transactions don’t feel fragmented?

Discovery

How might we learn how an appointment service fits into customers’ current workflows with our product?

Discovery

How might we learn how an appointment service fits into customers’ current workflows with our product?

Fast Access to Funds

How might we make instant access to funds a core value proposition of the unified ecosystem?

Fast Access to Funds

How might we make instant access to funds a core value proposition of the unified ecosystem?

Seamless

How might we enable payments to flow seamlessly between Zettle and PayPal without extra steps for users?

Approach

Collaboration

Run cross-team workshops (design, product, engineering, ops) to align on outcomes. The outcome we aim for is that merchants can reliably access their funds within minutes of a transaction, with clear and transparent payout options that build trust and confidence. Create a long-term roadmap with phased milestones.

Collaboration

Service Discovery

Kick off a discovery phase combining customer interviews, journey mapping, and lightweight prototypes to explore how an appointment service might fit into existing workflows. By testing desirability, usability and value, we can validate whether this service solves real pain points and adds measurable value before investing in full development.

Unified Vision

Define a north star experience for the unified ecosystem (principles, design language, service blueprint). Aiming for that merchants will experience Zettle and PayPal as one unified ecosystem — with consistent tools, services, and design language — giving them clarity, efficiency, and confidence to manage their business in one place, now and in the future.

Unified Vision

Current Experience

Map the end-to-end journey across Zettle and PayPal. Identify pain points, overlaps, and gaps in tools, services, and UX. Run interviews and usability tests to capture needs around unification. The outcome we aim for is that merchants experience seamless, accurate, and timely transactions — with complete data and predictable payouts — eliminating delays, confusion, and uncertainty.

iPhone mockup of Payments to your PayPal balance

Impact and Outcomes

Award

Our work received a PayPal innovation award for putting the user first in a more proactive approach. We worked proactively on understanding the impact of unifying Zettle and PayPal and how to create a more delightful experience.

Proactive

With a proactive design and research approach, we could better understand how to improve merchants' experience and exceed expectations of how money flows between Zettle, PayPal, and banks.

Proactive

With a proactive design and research approach, we could better understand how to improve merchants' experience and exceed expectations of how money flows between Zettle, PayPal, and banks.

Discovery

A successful design discovery resulted in deeper knowledge of merchants' expectations, current workflow, and new concepts on how services, like appointments, could be integrated into the Zettle Go app.

Discovery

Glimpse of Outputs

Graphs showing the Kano Model and UX metrics

Mockups of Backoffice Desktop and iPhone