Unclear recipient identity and fee visibility trigger backtracks, extra checks, and canceled sends.
Our challenge
Make who and how much unmistakable in-flow, preventing misdirected payments and preserving momentum.
The people we are designing for
Two types of senders, both struggling with trust and clarity in PayPal’s P2P flow.
The Ups and Downs of Sending with PayPal
This journey map follows Ava and Sam through PayPal’s P2P flow, highlighting where clarity, and ease break down, from hidden fees to uncertainty about recipients.
Learning from Competitors Who Simplify P2P
The core gap in Paypal is lack of upfront fee visibility and clarity of the flow. Competitors (Wise, Revolut, Listo) put fee transparency before the send button, while PayPal often leaves it to the last step, or hides it under options.
👉 This creates a trust gap that directly impacts user confidence and transaction frequency.
Designed Around Real User Friction
We simplified the moments that slowed users down, from choosing recipients and viewing fees to sharing links and reviewing details, creating a smoother payment flow with less effort and confusion.
Lessons learned
Clarity Matters More Than Features
The biggest lesson from this project was that users don't just want to send money quickly, they want to understand what is happening at every step of the process.
