CASE STUDY: User Experience–Driven Jump Start
Bill Scott, senior director of user interface (UI) engineering at PayPal, spoke to us about the commitment needed to embed an agile, fast-moving startup culture into large organizations. While a challenging endeavor, it can provide tremendous velocity to an innovation when thoughtfully executed.
Lean Entrepreneur: How did you approach taking over the UI engineering role at PayPal?
Bill Scott: One of the first missions I had was to figure out: how do we turn these web developers into true engineers? How do we get them to be user-experience focused and work closely with product design and engineering? How do we move away from a siloed environment?
Within PayPal itself, when I joined in late 2011, there were pockets of innovation. Groups were trying to do things in a more rapid sense, but I didn’t really hear anybody talking about this in a shared, universal lexicon.
LE: What in your career convinced you that being especially customer-centric was a key to success?
Scott: Previously at Netflix, we were zealous about understanding customers through build-test-learn principles, and I came to see huge value in having customer input at all times in our processes.
LE: How does that affect the internal teams?
Scott: You got rid of politics; you got everybody moving in the same direction, a shared understanding and ...