Since I don’t have professional headshots, enjoy this AI-generated “dog in field of flowers.” because this is where we all want to be sometimes — frolicking in a field with a dog. :)
Design lead at JPMorgan Chase exploring the intersection of AI + Travel + Banking
CURRENTLY
Past Experience: Financial Tools, Service Innovation, Business & Commercial Banking, Hospitality, Community, Robotics, Analytics, and Healthcare
Featured work: strategy to execution
All projects are under NDA. Reach out for the case studies.
Travel & AI
Exploring the possibilities of AI and Chase Travel.
For illustrative purposes onlyNavigating uncharted territory as the first Chase business to ship AI to customers — we’re digging into journeys and identifying key moments where we can incorporate AI to create efficiencies and delight.
We are looking across the entire Travel ecosystem from servicing agents’ workflows to public-facing customer experiences.
I am exploring how AI can be an invisible layer between Chase and our customers to create higher quality touch points whether through customer service, self-service, or in-person.
For customers, it’s important to take the burden off them and reduce barrier-to-entry when using AI. And for agents, to give them opportunities to build relationships with our customers.
Measures of success include increase in travel bookings, reduction in servicing time, and overall customer satisfaction.
Chase Travel: Post-booking experience
Empowering travelers to enhance their trips with world-class service, unique content, and impactful personalization.
For illustrative purposes onlyCreating a long-tail opportunity for engagement that goes beyond transactions by enhancing and adding touch points across the customer journey.
Chase Travel is a transactional platform for many customers to simply use their points to purchase travel. We want to create a relationship built on the trust that Chase can provide accurate and helpful information along the travel journey.
Through close partnership with research and data, we identified customer pain points and gaps through the post-booking journey. With quant and qual data at hand, I was able to create a proposal to enhance the post-booking experience based on customer purchases and moving the needle from transactional to relational.
Measures of success: increase engagement, increase spend across products, increase NPS/OSAT
Financial Tools: Helping people save
Giving people the tools to build a savings habit.
Currently live for Chase checking & saving customersSaved the firm over $2M in maintenance fees by migrating the backend and simplifying the overall experience. Created a strategy to help customers build a savings habit with our tools.
We had many usability issues with the legacy Autosave experience which was goals-based. First order of business was to modernize the backend which meant extreme simplification of the overall experience in order to migrate to AWS. As a result, the current experience of Autosave is a simple money movement mechanism.
I challenged our team to think beyond the migration and dig into why goals-based saving was not performing well. The design team did our due diligence, understanding the competitive market and making informed inferences as to what customers expected and needed when it came to starting a savings habit. I created a proposal to meet baseline expectations and have us be a competitive tool in the market.
Servicing innovation
Streamlining internal tools so advisors can better serve clients.
For illustrative purposes onlyCreated a case management platform that would consolidate multiple legacy tools into one system. Designed with scalability in mind to support multiple archetypes and use cases.
Our middle office service advisors are using many archaic tools and creating workarounds to keep track of customer issues and relationship information. What started as a tool for one group of users ended up being expanded with many other use cases and user groups. We created service design maps to understand where the journeys overlapped when serving customers. As a result, we expanded the design system and created new, scalable, and modular patterns that could be used across multiple segments.
Success metrics: increase adoption, reduce effort and risk, improve client satisfaction
My general process
tl;dr ymmv
It starts with a problem. What is the problem, and what evidence shows it exists?
Maybe it’s a quick fix, or maybe it takes a discovery sprint (or two). Whatever the requirement, I work closely with my product, data, and tech partners to understand the who, what, and why of each initiative. I deep-dive into the customer experience, starting from the abstract, with my content and research partners.
I thrive in connecting the dots whether by creating flows, customer journey maps in whichever fidelity will facilitate conversation towards the solution. Trying to identify the blank spaces that aren’t quite obvious and to connect the physical with the digital seamlessly — this is the space I love to design in and around.
When necessary, I encourage the team to go beyond quick fixes and explore new ideas to better meet our customers' needs by addressing technical limits and design constraints.
While driving results, I try to lead with humor and kindness because it’s the least I can do to bring joy in the little sphere that I can impact.
Finally, the bigger the challenge, the better!