01
Map non-intrusive touchpoints for surfacing ‘More Ways to Pay’ across the PayPal experience.
Xoom digital
wallet
Integrate the Send Money (Xoom) experience into PayPal.
project overview
Helping users to send money to friends
and family who don’t use PayPal.
Sending money abroad shouldn’t require the recipient to have an account. Xoom lets users send to friends and family for cash pickup, bank deposit, or home delivery — no PayPal needed on the other end.
my role and ownership
Experience strategy through delivery
02
How to introduce Xoom within PayPal and build trust in-app.
03
Designed an intuitive experience for sending money with Xoom within PayPal.
04
Delivered accessible mobile design through close cross-functional team handoff.
research
From Unknown to Trusted:
Introducing Xoom as a PayPal Service.
PayPal users
Expectations, Xoom details and decision - making.
Experience audit
Sub-brand consistency and UI design.
Other reviews
Abandonment across send money flow.
what we wanted to learn
Questions that guided the study.
01
At what point did you notice the brand change?
02
How was your experience sending money through Xoom? Was it easy, fast and safe?
03
When you see the PayPal logo with Xoom, what comes to mind?, do you feel more secure, do you need more info about Xoom?
Strategy
From Uncertainty to Confidence —
more ways to send money.
Turning an unfamiliar flow into one users can trust starts with knowing where doubt shows up. 3 key moments emerged as the points where confidence could be won or lost.
Brand Trust
Pain point
Users don’t recognize Xoom brand inside PayPal
Opportunity
Bring Xoom users into PayPal and increase their value across both services.
Send Money options
Pain point
PayPal users was not able to send money to other countries.
Opportunity
Bring Xoom into PayPal to have more options to send money experience.
Send money and review experience
Pain point
Users are unfamiliar with this new international money-transfer flow.
Opportunity
Guide users through the new send money flow to build confidence.
design principles
One meaningful experience
Reduce pain points and frustrating choices through simple design, and keep brand visibility.
Confidence through send money flow
Surface specific, relevant information to make decisions easy.
Status is part of the experience
Confirm actions, explain exceptions, and make success feel delightful.
solution
Send money with Xoom
Sending money with Xoom inside PayPal simplifies transfers to top countries like Mexico, India, and the Philippines — by bank deposit or cash pickup, all within the app they already trust.
- Led UX design for brand awareness within the send-money experience.
- Collaborated in user research sessions and translated insights into product improvements and design iterations.
- Designed the send experience for bank deposit and cash pickup, proposing an updated country-selection screen.
Review, Send, Done
Double-check the amount and recipient details, then send with one tap. Once confirmed, your money is on its way — no extra steps needed.
- Designed the review page experience, enabling users to interact with payment methods, exchange rates, amounts.
- Partnered closely with content and engineering teams across Xoom and PayPal to implement this page.
validation
More People Sending Worldwide.
A simpler Send Money experience can reduce drop-off, increase completion rates, and ultimately drive more senders worldwide.
reach across
200+
Available in over 200 markets worldwide with Xoom.
Lower costs
-50%
Lower cost than traditional money transfer methods.
