Chase Mobile® app
JPMorgan Chase
Everything you need to manage your money from virtually anywhere with a banking app that does more.
Role
Humanizing a big bank
In light of the skepticism surrounding major financial institutions, we embarked on a mission to redefine Chase's brand perception and enhance user experience.
Objectives
Humanizing banking
We aimed to challenge users' perceptions of large banks, making banking more relatable and approachable.
Elevating convenience
We set out to improve overall convenience through mobile and online channels, making banking seamless and accessible, no matter where a customer is.
Enhancing digital product satisfaction
Our goal was to boost Net Promoter Scores (NPS) for digital products, ensuring a more satisfying user experience.
Previous Chase Mobile app
Modernizing our mobile presence
With aging mobile platforms approaching obsolescence, we recognized an opportunity to modernize. To achieve this, we took strategic steps:
Market expansion
We reevaluated our priorities to cater to new markets and audiences, providing innovative access to both new and existing products.
Streamlined accessibility
Our focus was on reorganizing the platform for ease of use, convenience, and scalability, aligning with the evolving JPMorgan product experience.
Personalization and geolocation
We introduced personalized services and geolocation features, such as photography, to deliver a more intimate and tailored user experience.
Hypothesis and insights
Our team approach was based on the following insights:
Imagery with impact
We believed that impactful imagery could leave a lasting impression, provided it remained relevant to the user.
Elevating everyday experiences
Current users had a positive perception of our existing functionality but stood to gain from more convenient access.
Seamless interoperability
Recognizing that users often switch between platforms, we ensured a cohesive and interoperable experience across all channels.
Delightfully familiar imagery
Our team captured both day and night imagery in prominent metropolitan markets and regions, carefully selecting scenes that are not only recognizable but also deeply relatable.
Innovative solutions
Our efforts culminated in the successful delivery of an end-to-end Chase Mobile® app within a span of 5 months.
Building upon these learnings, we expanded our reach to include a responsive solution for consumer online access within the subsequent 12 months.
Sign in screen
The Chase Mobile® app sign-in screen showcases distinctive metropolitan geolocated photography, providing users with a unique and relatable visual experience.
Additionally, I led design in the development of Touch ID functionality within the Chase Mobile® app. Chase proudly emerged as a pioneering major bank, the first to offer Touch ID as an innovative authentication and security option.
Homescreen
Our account dashboard is designed to scale seamlessly with each customer's unique needs. For a single account view, it delivers pertinent and up-to-date transactional information.
Meanwhile, customers with multiple accounts are presented with intuitive account cards, offering high-level, at-a-glance details for a comprehensive overview.
Transaction history
Our transaction history feature offers a clear and organized display, presenting users with current, available, and running balances, detailed transaction amounts, dates, and seamless search and filtering capabilities.
Deposit check
I played a pivotal role in spearheading the design of the Chase Mobile® app's capture check functionality, empowering customers to effortlessly deposit checks with ease and convenience directly from their mobile devices.
Results
Our team approach was based on the following insights:
8% increase in app usage
Within the first year of its launch, the Chase Mobile® app witnessed an 8% surge in usage.
20 million new downloads
Our redesign efforts led to a remarkable 22% increase in app downloads compared to the previous year.
30% rise in mobile deposits
The introduction of user-friendly features resulted in a 30% increase in mobile deposits.
80% growth in peer-to-peer payments
Peer-to-peer payments saw a staggering 80% growth, showcasing the positive reception of our improved digital products.
Hear the full story from kickoff to impact
Learn more about the specific features I was responsible for, research, and more.