Poorly Executed Product Tour
PayPal employs a product tour to help new users navigate their dashboard. They adhere to best practices by making the tour optional and short. New users receive a targeted in-app announcement inviting them to opt into the tour, which enhances user control and increases engagement.
However, there are significant areas for improvement in PayPal's approach.
Announcement Improvements
The opt-in announcement is minimal and lacks visual appeal. Its plain black modal blends into the UI, making it easy to overlook. In contrast, companies like Figma and Slack use more engaging designs to capture attention. Additionally, PayPal's call-to-action (CTA) prioritizes "Okay," relegating the tour opt-in to a secondary position, which can hurt activation rates.
Tour Improvements
The product tour itself is underwhelming. The steps consist of basic black tooltips without any media or assets, another missed opportunity to capture user interest. Furthermore, the tour highlights areas of the dashboard that are already clearly labeled, offering little added value. Users may also experience confusion due to poor scrolling behavior; the tour does not take over the screen, causing users to lose track of its location. Ideally, the tour should guide users directly to relevant UI elements without requiring additional scrolling or action on their part.
Check out the full experience below and judge for yourself what you think of the PayPal experience.
