Case study 01 / Fintech
Helping merchants navigate complex work.
Product and UX work across merchant-facing tools including Resolution Center, Invoicing, Shipping, and Risk & Limits, with involvement in rebuilding a system from the ground up.
← Back to all work01 / Context
The product context.
Merchant products often bring together financial tasks, operational decisions, exceptions and risk controls. The challenge is to make each task understandable while keeping the wider system coherent.
Case study framing
This page is a structured draft. Replace generalized context with project-specific facts, your exact scope and approved supporting evidence.
02 / Problem
The challenge to solve.
How might a merchant complete key tasks, understand the current state of an issue or transaction, and move forward with confidence across connected tools?
Clarify the business goal, primary users, constraints, timeline and what success meant for this project. Separate the original problem from what the team discovered during the work.
03 / Discovery
Understand before designing.
Confirm the exact research methods used on this engagement. Potential case study evidence includes stakeholder discussions, review of existing workflows, support themes, usability feedback and analysis of task friction. Only include methods you personally used.
- Who were the primary users and stakeholders?
- What research or usability methods were actually used?
- What were the strongest findings, and how did they influence the brief?
04 / Approach
From insight to experience.
Use this process outline to organize the story around your actual work. Add flow diagrams, sketches, wireframes, prototype iterations and approved final screens as evidence.
Understand
Map user groups, business rules, task goals and the boundaries between merchant tools.
Structure
Clarify task flows, status, decision points, exception paths and the information needed at each step.
Design
Explore navigation, page hierarchy, interaction patterns and reusable components for complex tasks.
Validate
Test key journeys with users and stakeholders, then refine based on observed issues and delivery constraints.
05 / Rationale
Design decisions that mattered.
Explain the specific choices you made: how you prioritized information, handled exceptions, clarified status, or supported a system rebuild. Add annotated, approved visuals to show the rationale behind each decision.
For each key decision, show the user need, the alternatives considered, the reason for the chosen direction and how it was validated. This is where the case study demonstrates your thinking—not just the final UI.
06 / Results
Outcomes, learning and next steps.
Add only verifiable outcomes, such as measured task success, fewer support contacts, improved completion time, stakeholder approval or release scope. If no metrics can be shared, describe validated qualitative findings without implying numerical impact.
PayPal work may be confidential. Publish only approved, non-sensitive details and visuals. The outline is a case-study scaffold; validate your exact role, scope, decisions and results before publishing.
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