JP Morgan Chase
Building Chase credit card app experiences from a user-centered perspective
Chase is one of the biggest banks in America and the credit card business is a major component of our success. I currently lead a team of designers in building a new and improved experience to meet our customers the financial needs.
Ecosystem Workshop
As a leader, it’s my responsibility to see the big picture and tie several different work-streams together within a broader ecosystem to ensure a cohesive experience for our users. At the beginning of 2020, back when the world was normal, I saw the need and pulled together a group of designers and strategists to gain alignment on several initiatives that were in progress.
The Challenge
Earlier this year I alerted several teams within Chase that we were all tackling different experiences that were related but disjointed due to siloed working groups. We needed to pull our heads up to align these experiences across teams to avoid customer confusion down the road.
The Approach
I coordinated a remote workshop for five separate design teams within our business unit to map out the ecosystem and provide guidance to the business regarding the potential collision of customer experiences. The broader team conducted a full-day workshop in our new Harlem branch in NYC mapping out the ecosystem and finding discrepancies and inconsistencies in all of our experiences. This workshop took months of planning and logistics, but I knew it was imperative that the team be co-located for this endeavor - so that’s what we did.
The Outcome
We successfully completed the workshop onsite with a group of 15 designers and strategists from different tribes with the Digital group at Chase. From the workshop, we were able to identify several gaps and overlaps in the ecosystem and product roadmaps. Each team contributed their rationale and helped to resolve the issues surfaced by the group. From there we were able to share our findings with our external stakeholders, which helped us alleviate the siloed missteps within five project areas. All five products went on to implement these updates and we’re still delivering on these features today.
