Config 2024: Creativity and AI in software: PayPal’s journey | Figma

Summary

In a conversation at a conference, Rachel kobets, Chief Design Officer at PayPal, and Garrett Hope, Head of Consumer Products, discuss their collaboration in transforming PayPal. They focus on redesigning experiences, evolving design practices, and integrating AI to create personalized consumer interactions, emphasizing the importance of starting with customer problems and building a culture centered around solving them.

Takeaways

• 😀 Rachel Kobets, the Chief Design Officer at PayPal, has been focusing on redesigning experiences and evolving the design practice at PayPal.
• 👥 Rachel has brought in specialized recruiters and created bar raiser hiring teams to enhance the talent pool at PayPal.
• 💼 Garrett Hope, Head of Consumer Products at PayPal, works closely with Rachel to ensure that product development is centered around creating value for consumers.
• 🔄 PayPal is undergoing a transformation with a new senior leadership group, aiming to revolutionize commerce globally.
• 💡 The company is adopting a 'jobs to be done' approach, focusing on understanding and solving consumer problems to drive product development.
• 🤖 AI is being integrated into PayPal's strategy, but the focus is on solving consumer problems first, rather than starting with the technology.
• 💼 Garrett emphasizes the importance of creating cohesive consumer experiences that drive value, rather than just focusing on financial outcomes.
• 👩‍💼 Rachel and Garrett are working to change the culture at PayPal, encouraging collaboration and creativity across teams to solve customer problems.
• 🌐 PayPal is exploring AI to streamline workflows and enable employees to focus on more strategic work, enhancing creativity and efficiency.
• 📈 The company is measuring success through the lens of customer experience, culture, and market impact, aiming to create a competitive advantage through exceptional customer experiences.

Q & A

What is Rachel Kobets' role at PayPal?

Rachel Kobets is the Chief Design Officer at PayPal. She has held this role twice before and is currently focusing on redesigning experiences and evolving the design practice at the company.

What areas is Rachel Kobets focusing on since joining PayPal?

Rachel Kobets is focusing on talent and experiences at PayPal. She is working on redesigning the company's experiences and evolving the design practice, including creating bar raiser hiring teams and improving the end-to-end candidate journey.

What is the concept of 'bar raisers' in the context of PayPal?

Bar raisers are individuals who help ensure that the hiring process at PayPal maintains high standards. Rachel Kobets brought this concept to PayPal, emphasizing the importance of the candidate experience as the beginning of the employee experience.

How is PayPal approaching the integration of AI into their products?

PayPal is integrating AI in a way that starts with understanding the consumer's problem first and foremost. They are using AI to expand their toolbox for solving problems and creating value, rather than starting with the technology and looking for a use case.

What is Garrett Hope's role at PayPal and how does it relate to Rachel Kobets' work?

Garrett Hope is the Head of Consumer Products at PayPal. He works closely with Rachel Kobets to ensure that the vision for PayPal's products is clear and that they create amazing experiences for consumers, anchored around the value they want to create.

What is the 'jobs to be done' framework and how is it being used at PayPal?

The 'jobs to be done' framework is a method of understanding what tasks or problems consumers are trying to accomplish. At PayPal, this framework is used to anchor all different disciplines in the company, ensuring that everyone is focused on solving consumer problems and creating value.

How is PayPal using AI to enhance personalization for consumers?

PayPal is using AI to create a one-to-one conversation with customers, moving from transactions to relationships. They are working on personalizing experiences at the product level, tailoring offers to individual interests, and potentially using AI to identify and recommend products of most interest to consumers.

What is the 'onion' analogy used to describe the layers of product development at PayPal?

The 'onion' analogy refers to the multiple layers of considerations in product development. It suggests that there are various layers of problems to be solved, from the core customer needs to the outer layers of business and market impact.

How does PayPal measure the success of their transformation efforts?

PayPal measures the success of their transformation efforts through three main aspects: the customer experience, the company culture, and market impact. They aim to create a modern, cohesive experience ecosystem, foster a culture where everyone cares about the customer experience, and achieve significant market impact.

What advice does Rachel Kobets give for fostering a customer-centric culture?

Rachel Kobets advises finding a coalition of the willing, understanding who your allies are, and showing up every day in a way that embodies the culture you want to have. She emphasizes the importance of consistently bringing the customer into the conversation and rewarding behaviors that align with the desired culture.