Chase Mobile
Research / Product Design / Lorem ipsum
Chase Mobile
A negative shadow cast upon big banking created a lack of trust in audience perspectives of Chase's brand. Our goal was to:
1. Humanize banking in a way that challenged user's perception of big banks.
2. Improve overall convenience via the mobile and online channels.
3. Increase satisfaction NPS of digital products usage overall.
Rolls and responsibilities
6 design team leads
2 Project Managers
2 art directors
3 writers
6 product designers
3 foundation designers
2 motion designers
3 user researchers
4 product managers
4 dev leads
2 PMOs
3 Delivery managers
3 regions
My responsibility on this project was to work in partnership with the other cross functional leads and App UX team manager, providing oversight across the design and ensuring the team was set up for success.
Older mobile platforms were approaching deprecation offering an opportunity to modernize. We needed to:
1. Reprioritize for new markets and audiences, providing access to new or existing products in different ways.
2. Reorganize to accommodate for ease of use, convenience and scalability (leverage for a new JPMorgan product experience).
3. Introduce geo location and personalization services for a more personal experience.
Hypothesis
The emotional impact of imagery can have a lasting impression on users as long as it’s relevant.
Current users have a positive association with current functionality but could benefit from more convenient access.
The number of users who jump between platforms requires that both channels maintain a level of cohesiveness and interoperability.
Solution
Delivered an end to end Chase mobile app in 5 months, applying the learnings to a responsive soltuion with a delivery of consumer online within the following 12 months.
Results
Usage of the Chase mobile app increased by 8% within the first year after it’s launch, with 20 million new downloads, up 22% from the previous year. Mobile deposits are went up 30% and peer-to-peer payments went up 80%.
