Case Study: Vista lifts PayPal user conversion 20% during a global replatforming with Quantum Metric
Key results
The challenge
During a global replatforming initiative, Vista needed a clearer understanding of end-to-end customer journeys and mobile user behavior across multiple geographies. The team wanted to support customers consistently regardless of regional differences in tooling and staffing.
The solution
Using Quantum Metric, Vista analyzed mobile behavior and PayPal workflow drop-off through session replay. It found that only about 30% of mobile visitors scrolled far enough to see popular PayPal products and that roughly half of users were not progressing to the review stage, then reorganized page layout and resolved accessibility issues to improve progression.
“Working with Quantum Metric, we've been able to provide the same level of technical support globally, regardless of our team make-up in each region.”
DFDrew ForsterDirector of Analytics, Vista
The results, in context
Vista reported a 20% improvement in PayPal user conversion and a 10% increase in mobile conversions. Customer revision requests improved from 2% to 15% after the team surfaced a previously overlooked revision link. Figures are as published on Quantum Metric's Vista case-study page.