Welcome back to PayPay Professionals, a snapshot into the incredible professionalism of the pros that drive the PayPay group.
In this issue, we interviewed Onishi san from the Product Operations, Product Department. We asked him to share insights into outstanding projects and what he values in his role at PayPay.
Tomofumi Onishi
Product Operations, Product Department, Payment Product Division
After working on a payment system in an IT company, I joined PayPay when it was still in its start-up phase. Initially working as a Product Manager, I was involved in establishing the Product Operations Team, approximately 3 years ago. Currently, I still take on new challenges as a Product Manager, while simultaneously managing the Product Operations team.
Accelerating User Feedback Loop from User Feedback and Data
Can you tell us about the mission and responsibilities of your team?
The Product Operations team consists of Product Managers and Data Analysts.
Product Managers are responsible for product improvement based on user feedback, anti-fraud measures, and internal operational improvements. In a nutshell, Product Managers handle the defensive aspects. Our mission is to ensure that our product is user-friendly, even for those unfamiliar with smartphones or in irregular situations, such as errors. This applies to anti-fraud measures as well; conscious of balancing user-friendly operations with a secure system for everyone.
Data Analysts aims to evolve the product using the power of data. While discussing with Product Managers on product features, we work on visualizing KPIs and designing A/B tests. Since most of the data for analysis originates from products, part of our mission is to organize data marts and data catalogs so that analysts and data users throughout the company can easily utilize this data.
As a manager of the Product Operations team, I am currently in the process of planning out the roadmap for the team for the upcoming quarter. I am also in charge of projects as a Product Manager myself.
Can you please tell us the reasons for joining PayPay?
In my previous position, I was in charge of payment systems. I joined PayPay during its start-up phase. At the time of joining the company, I was a Product Manager in charge of improving the system by receiving feedback from the merchant registration systems and customer inquiries.
Interestingly, it was only after I joined PayPay that I got involved with projects in anti-fraud measures. Despite the great amount of pressure that comes with my responsibilities, I appreciate the freedom to progress without being constrained by industry norms, given my non-specialized background in security.
Breaking Industry Norms Utilizing an Innovative Authentication Method
Can you share a particularly memorable project?
It would be the anti-fraud measure project I was involved in as a Product Manager. To prevent account takeovers amid increasingly sophisticated crimes, we evolved the authentication method’s mechanism. Specifically, we shifted from the SMS-OTP authentication method, where users enter a 4-digit one-time password sent via SMS, to an authentication method using QR codes and one-time links.
Interestingly, PayPay has deliberately deviated from the industry-standard Passkey authentication login, as a result of carefully considering both security and usability aspects. While the concept took shape towards the end of 2021, conveying the idea to internal stakeholders took some time due to the groundbreaking nature of this system, differing from the conventional method of authentication with Passkey. Ultimately, it was rolled out in the summer of 2023.
The effort paid off, significantly reducing the number of fraud incidents after the rollout. Particularly, the QR authentication method has maintained zero incidents.
What makes working at PayPay enjoyable?
Being able to shape what you best believe in is something I like about working here. The company upholds a culture where, through clear and logical explanations, one can convey ideas effectively and facilitate decision-making. This culture proved instrumental, especially in the anti-fraud measure project. By highlighting the security and user experience concerns associated with Passkey authentication and unfolding the advantages of the alternative method, we were able to reach a consensus to adopt this new method. Personally, I find this PayPay culture appealing.
We obtained numerous patents for this project, including innovative ideas, yet to be implemented.
What do you value in your role at PayPay?
In the context of PayPay’s 5 senses, it resonates with “Be sincere to be professional.”
Building on my earlier discussion, it is connected with the notion of not following the crowd with the mindset thinking “This should work because everyone else is doing it,” but rather, as a Product Manager, it is crucial to identify what genuinely serves the user’s best interests and actively pursue that direction. This not only holds significance in the role but also contributes to a sense of fulfillment.
With 62 million registered users (as of February 2024), we must have a secure and inclusive system, as much as possible. When it comes to account authentication, it should be accessible to everyone, regardless of literacy level. While we could have opted for a more secure method by prioritizing security levels alone, it wouldn’t have made sense to leave users behind in pursuit of perfection. We decided on this implementation by finding a balance between maintaining the minimum threshold to prevent breaches by criminals without compromising usability.
In discussions with security experts from the Anti-Financial Crime Department, I emphasized the importance of a user-centric approach and fearlessly voiced my opinion.
What aspects do you take into consideration when communicating?
There are no shortcuts; I would take the time and communicate carefully. There are many foreigners on the Product Team, whether it is in Japanese or English, it is important to communicate without skipping details, and proper documentation should be done. There are no secret tricks when it comes to communication.
In instances where people exhibit surprising differences in situations where things may not go as planned, it becomes important to place trust in the other person and maintain open communication.
Aiming For a Safe and Inclusive System, Leaving No One Behind
Please tell us your goals and visions for the future!
The ongoing battle against fraud mirrors a cat-and-mouse dynamic in anti-fraud measures. Criminals are also finding new ways to evolve. Undertaking this initiative does not guarantee indefinite security. We have already considered our next move, and currently, we are evaluating options two moves ahead.
Our strategic planning involves the following:
- Eliminating the need to enter ID (phone number)
- Eliminating the need to input a password
- Eliminating the use of SMS
These are the three elements currently required for signing up to PayPay, and we are exploring to negate each one. What may have been deemed correct five years ago poses different challenges when looking ahead. As we challenge industry norms and conventions, we’re building a login feature from scratch to ensure a smooth UX, safe from criminal takeover. We aim to streamline the signup and login process simple and easy, eliminating the need for time-consuming keyboard input, even while on the go.
Lastly, a message for our readers please!
The captivating aspect of PayPay is to be able to comprehend existing systems, adhere to rules, and absorb information from industry experts, all while maintaining the freedom to explore and achieve the best outcomes. PayPay allows us to think independently, break away from conventional norms, and take pride in our work.
I would be delighted to work with individuals who are eager to think deeply about users and be innovative!
Current job openings
*Job openings and employee affiliations are current as of the time of the interview.