Zettle.com

Overview

A targeted UX research and web optimization project for Zettle by PayPal to evaluate whether the public website effectively communicates the product offer and the rebranded PayPal money flow to prospective merchants. Co-leading testing alongside dedicated UX researchers and design colleagues, the study gathered actionable qualitative insights from UK business owners to uncover friction points in pricing, bank payouts, and onboarding clarity

Role:

UX Designer

Project Impact:

Validated Merchant Money Flow, Reduced Onboarding Friction & Strategic Web Roadmap

Key Collaboration:

UX Researchers, Content Designer, Product Managers & Data Analysts

The Challenge

Following Zettle’s integration into PayPal, the public website needed to explain the new branded money flow without creating merchant confusion or trust concerns. Existing sellers held preconceptions about PayPal that raised worries regarding transfer fees, deposit delays, and account restrictions. The team needed to determine if the public website clearly answered a seller’s core question: "Will this work for my business, and will my money reach my bank fast?"

Research Approach & Process

In close partnership with UX researchers and design colleagues, research testing sessions were co-facilitated with 12 UK business owners across retail, food & drink, and service sectors. All participants managed high daily sales volumes and were new to PayPal Business. Over 60-minute remote semi-structured sessions, merchants evaluated three distinct prototype approaches: Copy Booster (copy updates only), Module Only (adding a dedicated Zettle by PayPal section), and Ultimate Blend (a lightweight PayPal-branded refresh). The evaluation guided merchants through the full public website journey to analyze comprehension, brand perception, fee transparency, payout expectations, and switching barriers.

Key Research Findings and Design Updates

Merchants demanded fast, automatic daily bank deposits, making it clear that keeping funds inside PayPal was a dealbreaker for cash flow. Complex rate structures caused pricing confusion, while prior personal experiences with PayPal triggered fears of hidden transfer fees. Additionally, hardware and software integrations were hard to visualize, and vague setup promises created post-signup anxiety.

  • Clear Money Flow UX: Designed visual diagrams showing how funds settle into PayPal and automatically transfer to external bank accounts daily at no extra charge.

  • Simplified Pricing Page: Replaced dense fee grids with clean card layouts for card-present, online, and invoice rates, alongside a custom volume rate option.

  • Hardware & Software Pairings: Redesigned POS pages with paired device and app visuals to demonstrate inventory management and reporting features.

  • Transparent Setup Timeline: Added a step-by-step onboarding overview detailing account creation, device selection, and bank verification.

Merchants demanded fast, automatic daily bank deposits, making it clear that keeping funds inside PayPal was a dealbreaker for cash flow. Complex rate structures caused pricing confusion, while prior personal experiences with PayPal triggered fears of hidden transfer fees. Additionally, hardware and software integrations were hard to visualize, and vague setup promises created post-signup anxiety.


  • Clear Money Flow UX: Designed visual diagrams showing how funds settle into PayPal and automatically transfer to external bank accounts daily at no extra charge.

  • Simplified Pricing Page: Replaced dense fee grids with clean card layouts for card-present, online, and invoice rates, alongside a custom volume rate option.

  • Hardware & Software Pairings: Redesigned POS pages with paired device and app visuals to demonstrate inventory management and reporting features.

  • Transparent Setup Timeline: Added a step-by-step onboarding overview detailing account creation, device selection, and bank verification.

Merchants demanded fast, automatic daily bank deposits, making it clear that keeping funds inside PayPal was a dealbreaker for cash flow. Complex rate structures caused pricing confusion, while prior personal experiences with PayPal triggered fears of hidden transfer fees. Additionally, hardware and software integrations were hard to visualize, and vague setup promises created post-signup anxiety.

  • Clear Money Flow UX: Designed visual diagrams showing how funds settle into PayPal and automatically transfer to external bank accounts daily at no extra charge.

  • Simplified Pricing Page: Replaced dense fee grids with clean card layouts for card-present, online, and invoice rates, alongside a custom volume rate option.

  • Hardware & Software Pairings: Redesigned POS pages with paired device and app visuals to demonstrate inventory management and reporting features.

  • Transparent Setup Timeline: Added a step-by-step onboarding overview detailing account creation, device selection, and bank verification.

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