Slight post. I am not a UX expert, like kids @hyperakt [shameless plug for my friends], but I am sure that the way PayPal does things is not good. I can live with the busy design and small buttons, but do not they know that performance *is* usability?
I am sure it is hard to scale rapidly to 500 million people like facebook, or 5 billion visitors like Google, but PayPal has been stable forever. How hard can it be for an “internet-scale” company to actually scale to perform. It takes so long to login or to go through the three steps of sending money to someone that I constantly switch windows – and eventually time out because I forget I was in a middle of a transaction. Sure I am impatient, but that’s because Google taught me what proper response times are supposed to be – and it is not 15 or 30 seconds per click.
Clean up your act PayPal. You have had an incredible market all to yourself for a long time, and people are gunning for you now – and they will not make users spend a minute trying to send someone money.
- How To Use Serve, American Express’ PayPal Clone (AXP) (businessinsider.com)
- PayPal Doubles Fees, Forgets to Tell Customers (blogs.sitepoint.com)
- Google Payment VP/Former PayPal Exec Osama Bedier On eCommerce: Major Change Is Coming (techcrunch.com)