Welcome to the Tech Talks series, where we deliver firsthand insights and the atmosphere of product creation straight from our uniquely talented PayPay group members hailing from approximately 50 countries and regions.
In this installment, we spoke with three project members involved in implementing the feature that allows direct payment via the standard camera on smartphones when scanning a PayPay code. Here’s a behind-the-scenes look at the release.
Akari de Reuck
Product Operations Team, Product Service Department, Payment Product Division, Product Group
After a stint as an elementary school teacher, I gained experience as a PM at various startups. Driven by a desire to engage in product management for a service that represents Japan, I joined PayPay in May 2024.
Yuka Ito
PMO Team, Product Service Department, Payment Product Division, Product Group
Following my role in the CS domain at a mega-venture, I took charge of product planning in the telecommunications industry. Wanting to delve deeper into product creation while aiming to help build the world’s top fintech firm, I have been with PayPay since July 2023.
Chelsea Wang
Product Ops QA Unit, CoreApp & Growth & Prod Ops QA Team, Technology Department, Payment Product Division, Product Group
I am Chelsea from China. I have consistently worked in the QA field, and about five years ago, I moved to Japan to start working at a Japanese company. Wanting an environment focused on enhancing user experience, I joined PayPay in November 2023.
Overcoming “Past Pains” and Elevating User Experience
What was the project overview and its mission?
Akari:
We developed a feature that enables payments almost in one step using the standard camera feature on smartphones to scan PayPay payment codes in public spaces (patent pending). Previously with PayPay, if a payment code was read using a code reader other than the PayPay app, users would be redirected to the PayPay service site. This required users to relaunch PayPay to complete the payment, which frankly was inconvenient.
We couldn’t pay with the standard camera on our mobile payment?
Chelsea:
Back in 2018, shortly after PayPay was launched, there was a period where payments using the standard camera were supported. However, due to issues such as wrong payment recipients or completely different services launching, we limited the code scanning to within the PayPay app.
Yuka:
As a user, I imagine everyone would want PayPay to be as convenient as possible. The development department raised the request, “Can we resume the payment feature using the standard camera?” Personally, finding it often inconvenient, I strongly wanted to realize this. To resume this feature, we needed to implement measures to prevent incidents from recurring and prove we wouldn’t repeat past mistakes.
Driven by the thought, “I want it too,” reducing payment time by over 60%
What were each of your roles in the project?
Akari:
As the PM, I managed the project overall while being responsible for identifying the causes of past incidents and crafting prevention measures, coordinating with internal stakeholders. My duties were wide-ranging, from explaining to top management and preparing press releases to informing affiliates and notifying users, working closely with various teams in a role akin to public relations.
Yuka:
As the PMO, I supported Akari in identifying incident details and designing prevention measures. Due to the impact of prior failures, this release was subject to stricter internal scrutiny than usual. My role included not just ensuring past mistakes were avoided but also justifying how our measures would function correctly and guarantee no recurrences.
Chelsea:
My role from a QA standpoint was confirming the correct operation of the code payment using the standard camera. We conducted not only function tests to verify the feature itself but also regression tests to ensure no unintended impacts on other functions or the PayPay app occurred, diligently verifying all operations.
What was the most challenging point?
Akari:
Identifying the root causes of past incidents and devising prevention strategies were major challenges. However, I was assigned to the project just two months after joining, in a situation where I barely understood the operations. I reached out to past stakeholders through networking and actively communicated to gather information. What supported me was the excitement and realization, “We can achieve a unique feature not found elsewhere in the industry!” Personally, I tested the same operation across various code payment apps, but none allowed direct payment from the standard smartphone camera.
Ultimately, we discovered two effective measures to prevent previous incidents. One was ensuring that the landing page, to which users transition after a camera scan, isn’t mistaken for past payment information. The second was modifying the app launch specification. Addressing these two points enabled us to prevent past problems.
Yuka:
Eliminating concerns based on past failures was tough. As it was a feature that had previously inconvenienced users, more concerns were raised than initially expected, making it necessary to clearly demonstrate to stakeholders that no recurrence was possible. Akari mainly handled collecting incident information and drafting plans, while I engaged in extensive discussions to ensure internal stakeholders and top management acknowledged the prevention measures, designing a UI and explanations that didn’t mislead users.
We meticulously listed potential incident scenarios during internal discussions, addressing each with a countermeasure. Collaborating with Akari and business members, we wrote down expected inquiries and demonstrated specific visuals post-implementation with demo screens created by Chelsea during UI explanations. Although dispelling concerns was an arduous journey, recalling my own experiences of wanting to use PayPay for direct payment via standard cameras fueled my motivation to see this feature to completion for personal as well as professional reasons.
Chelsea:
There was extensive variety in conceivable use cases. Although “reading payment codes with the standard camera” sounds straightforward, users’ environments varied. We needed to account for whether users were on Android or iOS, what code reading app they specifically used, and which browser was used for navigation. Ensuring no glitches across complex patterns was essential.
Nevertheless, as it’s impossible to accommodate all conceivable user scenarios, we analyzed PayPay users’ access environments and prioritized support for devices, operating systems, and code readers with high usage rates. We identified several dozen patterns and completed testing within a mere week. When issues arose, we sought feedback from not just the development department but also generative AI tools used in-house, methodically addressing each bug. The resolve to make PayPay more user-friendly fueled our endurance through meticulous work.
Please tell us the outcomes of the project and the lessons learned.
Akari:
We managed to accommodate standard camera payments, facing hundreds of thousands of attempts monthly, reducing the required time by over 60%. Seeing users’ joy on social media and receiving positive feedback from top management like, “Many users likely gave up on payments before, and this is beneficial for the business,” was rewarding.
Through this project, I deeply appreciated PayPay’s team spirit. Observing how members warmly welcomed even a newcomer’s inquiries, I recognized how ingrained our PayPay group’s values, like “Ego is not welcome, Communication is necessary,” from the “PayPay 5 senses” are. Additionally, rapidly adapting to and offering market conveniences ahead of competitors in this project underscored the importance of another value, “SPEED is our bet on the market.”
Yuka:
Successfully releasing a feature after extensive discussions with many stakeholders, ensuring concerns were addressed, was a valuable experience. Surrounded by professionals, I cherished maintaining a sincere approach to being professional, respecting stakeholder opinions, and completing the tasks I undertook thoroughly.
Chelsea:
This project included experimental endeavors, such as adopting “shift-left testing” from early in the development and trying to automate some workflows using AI. Conducting real tests allowed us to identify improvements and areas for further automation, which was a gain. We aim to explore AI-enhanced testing and optimizing test cases to build a more efficient and effective QA process moving forward.
What strengths do you think the product department holds?
Yuka:
The assignment of PMOs and TPMs (Technical Program Managers) to each development department, adopting development styles matching team members and project attributes, is a strength. For instance, in projects with an unmovable release target, the PMO co-leads with the PM in a waterfall model, while post-release improvement projects allow the TPM to establish an agile framework for dynamic responses, providing an environment that maximizes each member’s strengths.
Chelsea:
PayPay’s use of microservices architecture, managing services at the smallest functional units, is a distinctive feature. Since services are divided function-wise, it’s possible to conduct independent testing of each function. This accelerates the test cycle, enabling swift releases. Moreover, the extensive use of various test frameworks and high automation rates provide an efficient and high-quality test environment.
Akari:
The deeply ingrained expertise not as individual-dependent but team-dependent is also notable. Each team enhances professionalism within their tasks, with PMs managing product development and PMOs supporting PMs, contributing to goal achievement as professionals in their fields. The culture of supporting one another is robust, smoothing task transfers and catch-ups.
Finally, please share a message for the readers.
Akari:
Since joining PayPay, I realized it’s far more global and diverse than I anticipated. A strong commitment to user-first service creation is necessary, but challenges to enhance PayPay are welcomed regardless of gender or nationality. We look forward to applicants eager to enjoy challenges toward making us the No.1 fintech company globally alongside diverse members!
Yuka:
PayPay is reaching a business phase targeting synergy across the PayPay group, aspiring for growth beyond expectations. My role from the PMO perspective is to foster group synergy, establishing necessary IT infrastructure and optimizing tools for collaboration. I wish to work with those who can immerse themselves in creating group synergy with speed in ever-changing goals and business environments.
Chelsea:
At PayPay, continuously adopting cutting-edge technology to improve operations is a company norm, as exemplified by QA members constantly refining tests with AI and new modules. However, with 68 million users as of March 2025, no single individual can achieve all improvements. There is an optimal environment for those eager to share insights with the team, collaborate, and advance both service improvements and skill development together.
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*Job openings and employee affiliations are current as of the time of the interview.