• PayPal Merchant

    Slide 1 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    PayPal Merchant Services Home Page After the Redesign

    Redesigned the business section of PayPal.com, a global payment service company, that handles billions of dollars in payments across 190 markets in 24 currencies around the world.

    After the redesign, the page was much cleaner and clearer. There were 3 main calls to action (rather than 20) and easy access to all other PayPal business products.

    Scott was lead information architect at Publicis Modem.

  • PayPal Merchant

    Slide 2 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    PayPal Merchant Services Before the Redesign

    The below screenshot shows the previous design of the PayPal Business home page.

  • PayPal Merchant

    Slide 3 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Home Page Wireframe

    Wireframes are used to quickly mock up what the page will look like prior to doing the visual design.

    One of the other key challenges on this project was learning PayPal's complex set of business products which were difficult to understand, especially in the previous state of the site.

  • PayPal Merchant

    Slide 4 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Core Product Comparison Table Before

    Prior to the redesign, potential customers were forced to read blocks of text with no easy way to understand or distinguish the differences without reading an entire page.

  • PayPal Merchant

    Slide 5 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Core Product Comparison Table Wireframe

    One of the usability issues we identified was that users were getting confused because PayPal was displaying 7 products at once rather than the 2 key products within a functional business category.

    A comparison table was designed to resolve this issue.

  • PayPal Merchant

    Slide 6 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Core Product Comparison Table Visual Design

    The comparison table helped result in the dramatic increases in conversions and activations of 20% and 40%, respectively. This was a dramatic increase given the mature nature of PayPal's business, having been around for ~10 years.

  • PayPal Merchant

    Slide 7 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Product Details Page Prior to Redesign

    PayPal's previous product page was confusing in that many users did not know what the buttons were.

  • PayPal Merchant

    Slide 8 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Wireframe of New Product Details Page

    The new version of the page would have a clear call to action as well as a tabbed approach to grouping some of the most important information about the product.

  • PayPal Merchant

    Slide 9 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Visual Design of Product Details Page

  • PayPal Merchant

    Slide 10 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Wireframe of How It Works Tab

    One of the key challenges with this particular product was to get users to understand that when their customers were paying them, the customer left their site to fill out a form on the PayPal site to pay them.

    The How It Works page helped them to understand that.

  • PayPal Merchant

    Slide 11 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Amazon "Customer Experience" Tab

    Six to twelve month later, Amazon's design appeared...notice anything similar?

    You know what they say about "imitation"...

  • PayPal Merchant

    Slide 12 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Wireframe of Integration Tab

  • PayPal Merchant

    Slide 13 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Amazon's "Getting Started" Tab

    Not only did Amazon use the tabbed design for their product page, they even used the expanding/collapsing blinds concept within the tabs.

  • PayPal Merchant

    Slide 14 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Wireframe for Pricing Tab

  • PayPal Merchant

    Slide 15 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Amazon's "Pricing" Tab

    ...and, one last time.

  • PayPal Merchant

    Slide 16 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Amazon's Features & Benefits Tab

    ...or maybe not...

  • PayPal Merchant

    Slide 17 of 17

    • Keypoints:
    • Conversions up 20%
    • Activations up 40%

    Amazon's How It Works Blind

  • Identify Website or Application Design Flaws

    We will help you identify the usability issues that are affecting your website or application users on a day-to-day basis. This will enable you to fix those issues and improve the user experience for your customers.

  • Fix Website or Application Design Issues

    We will help you redesign the user experience of your website or application. We will create a design of the website or application that matches what your user's expect and we will execute a design for the site that adheres to that vision and to industry best practices for website or application design.

  • Full Redesign of Website or Application

    We will redesign the entire website or application user experience. We will work with your business leaders to determine the best approach for your site or app that the user expermatches your company's business goals, your budget and your user's expectationsience for your customers.

    • Business Requirements Development
    • Persona Development
    • Heuristic Analysis
    • Competitor Review
    • Information Architecture/designping
    • User Interface Design/Wireframing
    • Copy Writing
    • Visual Design
    • Usability Testing
    • Schematics/Specification Writing
    • Development
    • Analytics Planning and Execution


or Call 1-888-876-5553
  • Why should I use The Usability Review to review my site?

    We have over a decade of user interface design, information architecture, user experience, design and development experience. Our website and application design consultants have won major design awards (Webby Award/Addy Award). Many of the usability issues on websites are low-hanging fruit that can easily be found and addressed. We find them and the return on investment can be dramatic.

  • I think my site/application works just fine, how can I know?

    Think how many sites/applications you use all the time that cause you to struggle. Now, what about yours? You think it works, but have you had an expert review it? Have you done usability testing? Sure, you had a "visual designer" put it together, but have they ever even watched real users in testing? Odds are, someone is struggling with your product right now. And even if you do have a resident user experience expert or information architect, it can never hurt to get a second opinion.

  • How much does a design review typically cost?

    To review a few pages starts at $250 and to review an entire (small) site starts at $500. Depending on the size of your site, this small investment will be leveraged across the tens or even hundreds of thousands of users who visit your site.

  • Do you also do design work?

    We are experts at website and application design. We would be happy to design anything from a few pages to an entire website for you. We can also design mobile websites and mobile applications.

  • What impact can doing a usability review have?

    • Fixing the usability issues with your site can help with the following:
    • Increase sign ups and conversion rates:

      Oftentimes a misplaced or poorly designed button can substantially drop the rate of sign ups or purchases on a site. Our designers consulted one company who had 40% more online banking applications than the prior record month in only the first 2 weeks after launch.

    • Reduce user confusion/frustration:

      We've all been to sites that frustrate us. One frustration here, another there ... it doesn't take much to get someone to leave your site and go elsewhere to find what they need. The Usability Review can help you eliminate user frustration.

    • Improve Stickiness:

      The average user will only spend a few seconds on your home page. If they don't see what they are looking for, they will leave. We can help you allocate the right amount of real estate on your home page for your audiences with the right placement and design so that user's will stay on your site and find what they are looking for. In fact, we can do it for all of the pages on your site.

  • Do you also conduct usability testing?

    We can help you to develop and execute the right usability test plan for your website that will get you detailed, objective data to help make design decisions.

  • What is a heuristic review?

    A heuristic review is comparing your sites features, content, navigation, structure and visual design to a set of standard design and usability principles. Imagine having experts who have watched users in usability testing in for years review your site. We have an eye for finding what is wrong because of those years of experience with real users.

  • What impact can doing a usability review have?

    • Fixing the usability issues with your site can help with the following:
    • Increase sign ups and conversion rates:

      Oftentimes a misplaced or poorly designed button can substantially drop the rate of sign ups or purchases on a site. Our designers consulted one company who had 40% more online banking applications than the prior record month in only the first 2 weeks after launch.

    • Reduce user confusion/frustration:

      We've all been to sites that frustrate us. One frustration here, another there ... it doesn't take much to get someone to leave your site and go elsewhere to find what they need. The Usability Review can help you eliminate user frustration.

    • Improve Stickiness:

      The average user will only spend a few seconds on your home page. If they don't see what they are looking for, they will leave. We can help you allocate the right amount of real estate on your home page for your audiences with the right placement and design so that user's will stay on your site and find what they are looking for. In fact, we can do it for all of the pages on your site.


or Call 1-888-876-5553
  • Scott Barnard is the founder of The Usability Review. After earning 2 degrees from MIT, he transplanted to the San Francisco Bay Area where he had a front row seat to the dot com boom and bust and the subsequent growth in importance of web, mobile and desktop application designs to the everyday activities of businesses and consumers alike.
  • Scott's work includes the Webby award-winning HP Creative Studio and the Addy award-winning Iron Man site for LG www.insidethesuit.com. Scott was the Senior Information Architect on both projects with Publicis Modem. Most recently, he worked revamping PayPal's Merchant Services website with Publicis. Despite the maturity of PayPal's business, the new design led to ~20% increase in conversion and ~40% increase usage of the product post-conversion.
  • Scott has worked with top web companies as well as Fortune 100 companies including: HP, LG, PayPal, Stryker, AIG, Bank of America, Capital One, Emirates Airlines, Orbitz, AOL, AAA, TruGreen and numerous others. He has also guided advertising agency efforts at Publicis Modem, Mekanism, Molecular, MUH-TAY-ZIK - HOF-FER, Grey SF, Questus, Viscira, and Others.
  • He is also the founder of the mobile website RememberStuff.com which is dedicated to helping people save, share, and remember the things they like.


  • or Call 1-888-876-5553
  • "Before Bank of the West bought our bank, we had 40% more online banking applications in the first 2 weeks after the redesign launch than we had in the prior record month."
    -Jeremy Bachmann, former VP of eBusiness at United California Bank
  • "The consultant I worked with has provided valuable reviews on the designs of many of my website ventures. As a result, customer satisfaction increased along with the overall user-friendliness of the sites."
    -Chuck Lai, Founder of foodgawker.com
  • "As a production manager, I worked with one of the consultants to implement his designs in Chinese and English using a content management system. The modular design worked flawlessly and made my job to build the site a lot easier."
    -Brennan Hom, Project Manager
  • "Our consultant detected many usability flaws during heuristic analysis before design work even started. Also, his knowledge in terms of both large-scale information architecture issues as well as very detailed page-level design was outstanding."
    -Simon Matthews, Vice President at Molecular

or Call 1-888-876-5553
  • How much does a design review typically cost?

    To review a few pages starts at $250 and to review an entire (small) site starts at $500. Depending on the size of your site, this small investment will be leveraged across the tens or even hundreds of thousands of users who visit your site.


or Call 1-888-876-5553

Get a first or second opinion on your design decisions. Any company can benefit from an expert assessment of their website or application. Whether or not you have an in-house design or usability analyst, we can help you overcome the natural and understandable obstacles that often come from being too intimately involved on a day-to-day basis with your site while your users struggle. A fresh perspective is exactly what is needed. Imagine the impact of one small investment across thousands of users. We can help you find and fix those design issues that are holding your customers and employees back.