Three and a half years ago, I signed on as the leader/VP of user experience and design (UED) at PayPal, one of the undisputed Internet darlings of our time. PayPal wanted a leader with a strong design orientation along with a general manager's business acumen. I loved the business, loved the culture, and was eager to apply my previous product/GM experience at businesses such as Apple and AOL, plus years of partnership with IDEO. This was a really "good company" enjoying admirable growth. But the question in my mind was, How could design help PayPal become a great company…
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