PayPal – UK Shopper Analysis

The Brief

• Analyse a major survey on consumer behaviours for PayPal – from over 2000 people (SME customers aged 18 – 65+) across the UK on how they like to shop.
• Data was collected in person using interviews, focus groups, on the phone and online survey research methods.
• Present the visual stories of the most telling data points and trends (which resulted in the shoppers habits microsite).
  

  Key findings:

Women and money

• Women are 25% more likely than men to carry cash.
• Women are 61% more likely than men to carry receipts.
• Women are twice as likely as men to make online purchases on tablets and smart tvs.

Unhappy shopping paths

• 43.5% have abandoned a purchase 1-2 times a week because they couldn’t pay the way they wanted to.
• High transaction and delivery fees are the most likely factors to lead to people abandoning online purchases.
• The least popular method for paying is over the phone.

Payment methods – what’s hot, what’s not

• 18.2% of 18-30 year olds now prefer to shop on a smartphone than on the high street.
• Convenience is king – 28.5% prefer to use websites or services where they do not need to enter card details and address every time.
• The rise of the popular contactless – 35.5% users said they pay using a contactless card more often on the high street.

Cash – on its way out or here to stay?

• 27.9% use cash daily to pay for goods/services.
• 15.8% think we’ll live a cash free life in 6-10 years.
• 50.3% think we’ll never live a cash free life.

Identified user needs:

• Design and optimise payment user experience for all devices, especially new visual platforms like tablets, smart TVs that will grow in popularity
• Users are most likely to shop if the payment method offered is intuitive, simple and frictionless 
• Cash is here to stay for a little while at least