At PayPal, employees are asked to help "reimagine money.” This is the primary mission of the company, which prides itself on offering tailored benefits that meet employees’ everyday needs, regardless of which stage of life they’re in. In recent years, however, PayPal had received continuous employee feedback that they—and their family members—didn’t know about all the benefits available to them. This meant employees weren’t reaping the rewards of PayPal’s diverse benefits program. After a thorough review, PayPal concluded that their benefits website didn’t align with the cultural values of “collaboration, innovation, wellness, and inclusion,” principles the company uses in guiding business decisions.
Another issue: The benefits site wasn’t set up for a global workforce, so they had no reliable system to provide consistent benefits information to their employees outside the U.S. They also wanted a site that put the mobile-user experience at the forefront, since many of their employees rely on a mobile device for information. Additionally, the new site needed to be easy to navigate, maintain a consistent brand and voice reflective of PayPal’s culture, and be the central spot to house global benefits information. And, of course, the new site had to feature a sleek, modern, on-brand design to provide the kind of stellar—and seamless—user experience their own customers encounter.
