JP Morgan Chase

Dates

May 2018 - Oct 2020

Role

UX & Accessibility Research Lead

Methodologies

-Analytics
-Surveys
-Card Sorts
-Personas
-Heuristic Evaluation
-Customer Journey Maps
-Interviews
-Usability Studies

 

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 in July 2019 and led User Experience Research work around Digital Quality and Accessibility as it relates to compliance, conformance, and governance.

 

JP Morgan Chase Website

Information Architecture

One of the first projects that I worked on when I joined the firm was gathering insights on the information architecture and navigation of the Chase Website and Mobile app. In the first phase of this study, I conducted a round of interviews with 10 participants to inform a Customer Journey Map to help the team understand the context of usage of the Chase Website and Mobile app.

During the second phase of this study, I worked closely with the Product, Engineering, and Design teams to streamline the experience across 800+ pages on the Chase Website. I went on to conduct a card sort and usability study of a medium fidelity prototype with an additional 10 participants to inform the navigation and call to action buttons.

2020 J.D. Power Awards Results

These improvements were recognized by J.D. Power Awards in 2020 for scoring the 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

Voice of Customer Program

As the User Experience (UX) and Accessibility Research Lead, I worked closely with the Data Science team to run queries and analyze data pertaining to accessibility. We’d compile data from User Experience Research study 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. We processed over 3,000+ pieces of feedback monthly and created 20+ tickets to ensure proper remediation.