PayPal - Dispute Resolution
Building Trust in Financial Flows
PayPal needed to boost adoption of its Airtime app in Italy and rebuild merchant trust in its dispute resolution process. Uncertainty in outcomes led to hesitation among both consumers and merchants.
Designing Motion for Clarity
I developed motion design prototypes for Airtime and redesigned dispute resolution flows to make outcomes predictable and transparent. These prototypes acted as “near-final” experiences, aligning stakeholders quickly and reducing ambiguity.
Higher Adoption and Confidence
The work delivered measurable results: a +1% adoption increase for Airtime, a +2% lift in app store ratings, and improved merchant confidence in dispute outcomes - reducing friction in high-stakes scenarios.
Motion = Predictability, Not Just Delight
Motion design is often seen as decorative, but in financial decision-making, it serves a deeper role: creating anticipation and clarity. This predictability builds user trust.
