JP Morgan Chase

Overview
In May 2018, I started out as a Senior User Experience Researcher on the Digital Customer Experience team at JP Morgan Chase. I worked primarily on the redesign of the Chase Website and Mobile app and informing the next iteration of the Manhattan Design System.

I was promoted to the Vice President of Accessibility Research and Insights role in July 2019 to ensure compliance, conformance, and governance as it related to Section 508, the Americans with Disabilities Act (ADA), 21st Century Communications and Video Accessibility Act (CVAA), and the Web Content Accessibility Guidelines (WCAG).

Roles

  • Senior User Experience Researcher

  • Vice President of Accessibility Research and Insights

Dates
May 2018 - October 2020

Projects

  • Chase Website and Mobile App

  • Manhattan Design System

  • Accessibility

Information Architecture
One of the first projects that I worked on when I joined the firm was gathering insights around the information architecture and navigation of the Chase Website and Mobile app.

With over 800+ pages on the Chase Website, I was tasked with coming up with recommendations for the next version and a change management strategy. The research was focused on understanding the customer journey of current and prospective customers as it pertains to information needs and actions they’d like to take.

Trainings and Design Systems
In collaboration with the Instructional Design team at JP Morgan Chase, we developed mandatory role-based training modules on Inclusive Design and Accessibility. We conducted expert interviews with teams at Microsoft, Google, Adobe, Atlassian, and SAP to learn about organizational design, maturity models, neurodiversity at work programs, trainings, and tools.

The team also audited the Manhattan Design System regularly to update reference materials with the goal of scaling and standardizing inclusive design and accessibility work across the product, engineering, design, and research teams. I created screener templates, discussion guide examples, and accessible prototyping guidelines that were incorporated into the Manhattan Design System.

Voice of Customer Report
I worked with the Data Science team to run queries and analyze data pertaining to accessibility. We’d compile data from User Experience Research findings, customer service logs, Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), and social media.

Each month we published a Voice of Customer Report shared company-wide that highlighted areas of success, improvements, bug tracking, and prioritizations. Especially during the pandemic, we were able to assist vulnerable populations navigate the complex landscape that unfolded around their personal finances.

Results
The Chase Website and Mobile app was named the #1 wealth management app in overall customer satisfaction, according to the J.D. Power 2020 U.S. Wealth Management Mobile App Satisfaction Study. The Chase Mobile app scored highest in the following categories:

  • Range of services (up 30 points Year-over-Year)

  • Clarity of information (up 19 points YoY)

  • Ease of navigating app (up 19 points YoY)

  • Appearance (up 13 points YoY)

Source: 2020 J.D. Power