Consumer Payments & Banking

  • Chase Consumer & Business were building strong digital experiences for with hopes to streamline enterprise banking features for millions of users!

    • Role: UX Designer → Design Lead

    • Timeline: 18 months, covering research, design, and rollout phases

    • Conducted field studies (coffee shop contextual inquiries with small business owners)

    • Facilitated NYC co-creation workshops with product, dev, and research teams

    • Defined mobile-first strategies and workflows Chase Payments. Including solutions for Merchant Services, ACH Payments, Bill Pay, AutoPay, and a variety of international features like wire transfer.

    • Designed & created mobile first designs taht would help alleviate the use for online only feature sets.

    • Ran usability tests across a panel of users to validation on comprehension of mobile flows, enrollment and key functionality like: Adding a bank account.

    • Item description +19% YOY increase in business mobile logins

    • 35% reduction in mortgage & bill pay support calls

    • Faster task completion (avg. 2 min vs. 5 min previously on bill pay & enrollments)

    • Helped 2.3M business clients become active users in the business app (+12% YOY)