JP Morgan Chase
UX UI Product Design- 2018
JP Morgan Chase
JPMorgan Chase is a financial institution in the United States. They are a leader in global financial services firm with assets of $2.6 trillion.
They have a presence in over 100 markets. They serve millions of consumers, small businesses & many of the world's most prominent corporate, institutional clients. They are a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing & asset management.
My role at JP Morgan and Chase was to Design for the 1% of the world. Strategize with future thinking designs as well as solving complex design issues and patterns. At my tenure with JP Morgan and Chase I was heavily involved in many design processes and collaborations, which I break down below on specific projects. Chase was very customer-obsessed. Taking a cue from amazon playbook being customer-focused and empathize with our users/customers.
PROBLEMS TO SOLVE
At my time at Chase, I was tasked with thinking through how a new user experience would flow if the hamburger menu was to go. What would that look like? Where would all the menu elements be housed if they went away? What patterns could I maintain, reuse, or recreate?
Along the way, there were other problems to solve inside the application such as:
If a user has multiple accounts (sometimes over 100 for the 1% of the world) we wouldn't want them to scroll-how would we solve for that?
How many levels down do we drill into an account?
When the Menu button is removed what do we see?
How many scenarios do we solve for? (32)
We started out by listing all the features on a whiteboard and then mapped out an early flow of what happens when you tap on a specific section. It helped us answer the questions where do you go? Is this the correct path? Writing it down helped us to visually see how many features we needed to build, fix, add, or combine. It helped us to identify various edge cases early on and loop in development to see if what we wanted to do was feasible.
Next was to wireframe all the pieces from our whiteboarding session with different options. What would the cards looks like? Are they new features? Every single section I wireframed was coming out of the Hamburger menu. Chase liked to reuse a lot of what they had. We could take cards or feature and make slight tweaks to meet our user's needs. Occasionally, a new card design could come into the mix, but as a team, we need to make sure and vet that it makes sense to add to chase's library. (Click below to activate pop up)
While designing for Chase, I also had to stay within the Chase Brand by using their patterns and components. We utilized confluence to download assets, follow rules of specific standards, and get updates to the design library we could copy and paste into our documents. We also added to this system if we came up with a complete new feature as mentioned above. This is a long vetting process until it's confirmed by several managers that there is a need or case to add it.
Once the featured cards were narrowed down. I started to build a high fidelity design with color and branding. I'd then go over the designs with our group. Then once everything was good I started to prototype the designs.
TESTING & VALIDATION
I worked closely with a user researcher on our team. Each team had a dedicated researcher.
We would prototype type our designs with principleformac and send the prototype to the researcher. He would then had a range of people he'd bring in by net worth. Ex. Someone with a net worth of $2M vs $10M. He then sits them down as ask them to perform tasks. I observe what the user does and make changes if the designs need it. This helped me validate my designs if they were going in the correct direction.
We tested 8 people a day 5 days a week or what we called "User testing week" so a couple of weeks designing, then a couple of weeks testing, then designing and testing again.
PROBLEM TO SOLVE
During testing, I came across a problem. Every user brought in with net worths ranging from $1M- $100M all had the same thing to say about the same problem-The dashboard had features above the fold not pertaining to their needs and wants. As an example, some users expressed they wanted to see watchlist above the fold, while other users didn't care about the watchlist above the fold. When I heard the sixth person says that on user testing day I printed out my design and cut out all the cards. I then asked the research to have them arrange the cards in the most important order to them. Every user result was different and not one and the same, which sparked an answer in the problem –Customization for the dashboard.
I created an entirely new card around customizing your dashboard (see right).
The idea was to allow the user to turn on and off cards they wanted to see or arrange them based on their needs. It was a simple solution to a problem. The user testing presented the answer.
Since what I was designing has never been done before at chase, it presented a lot of bumps in the road. One being the Chart Over Time. This was a simple feature and has a lot of data behind it, however, we were told it would take over 40,000 man-hours to code. The team had to get together to present our designs and goals to other chase teams to get buy-in. Essentially, we didn't truly work together between teams.
We presented three options to develop our Top Want , Our Ask, and bottom line (MVP). We had to make a case for the chart over time.
THREE CASES (FUTURE, ASK, MVP)
The final result was to go with the MVP, which was later pushed into development. Though there was a long road ahead as we were designing for things in 2020/2021 back in 2017-18.
LIVE DESIGNS IN APP
Other pieces of the app I worked on are currently live such as the Filter and Sort.