Category:
(LIVE) eBay: Seller Financial Service
Role:
Design Lead
Background:
eBay: Express Payouts Launched in beta in early 2022, Express Payouts allowed eBay sellers to bypass 1–3 day bank transfers for a 1.5% fee via debit card to access their earnings in under 30 minutes. Despite the faster speed, adoption was low. I joined mid-year to address significant funnel drop-off and low revenue. To scale and improve the program, I led an overhaul of the product, including it's primary entry point -- On-Demand Payouts -- in addition to other updates.
Results
- Revenue Leadership: $23M in 2025 revenue, exceeding targets by $2M - Rapid Scaling: Triple-digit YoY growth and a 80% QoQ adoption surge in 2024 - UX Optimization: Streamlined sign-up/withdrawal, consistently surpassing annual adoption + engagement goals By focusing on the critical moment of customer need, I led the team to design an "instant-entry" debit card integration that unlocked immediate payouts for sellers. This served as the foundation for a suite of high-impact refinements—including real-time bank transfers and a simplified flat-fee structure—that stripped away friction and accelerated growth. Learn more at: https://www.ebay.com/sellercenter/payments-and-fees/express-payouts
This is a snapshot of express payouts now, live in production. Quick, easy, clear. But it didn't start that way…
Note: most screens shown will showcase native, but know the web experience followed a similar experience.
In early 2022, if a seller wanted to withdraw funds, we presented their initial available payout option — Standard. However, if the seller then realized they wanted them faster than 1-3 business days, at that moment… they were stuck.
What they had to do was:
back up/exit
enter via a "What's New" card
then add their card details
but then… they had to wait for processing and approval.
That was the challenge and the beginning of the journey.
We set to work diagnosing how to solve this critical roadblock. Working with product and legal, I was able to push so that a significant customer segment could be pre-approved for debit card usage.
That way, the experience immediately allowed 2 options — Standard and Express.
If a seller chose Express Payout:
this allowed immediate entry to add their card
the seller could be approved and immediately use their newly added debit card
they then withdraw and receive payout funds within 30 minutes, for a 1.5% fee
We continued to make improvements in both design and policy:
improved visibility and comms to increase adoption, in addition to highlighting a new simplified fee structure —> a flat $2.00 fee. No more messy percentage math
"try it out" live experiments which allowed customer segments that previously did not have access to the functionality, the ability to experience it risk-free and then adjust their settings to have full access
the unlock of Real Time Payouts during onboarding and post-onboarding — an Express option available to over 60% of banks — which further accelerated engagement and revenue
This simple flow shows how the current functionality works today, allowing a seller to simply enter an amount and choose which option works best for their needs.
I continued to further advance and enhance the product:
reducing friction, and making Express Payouts an even simpler option through more engaging interaction models
expanding the product to markets such as China, where the play isn't so much speed, as it is the different currency options of RMB versus USD
However, those designs are still under wraps, but happy to show in person.
In closing, I'll leave you with this final piece, which was giving new sellers a moment of celebration.
With my background in motion, I worked closely with branding and a motion specialist to craft an artifact that would recognize and highlight when first-time sellers had positive funds.
This became a connective thread to then help sellers understand they could then withdraw those funds and access them immediately.
