Embedded product design across Chase's digital bank.
Four chapters from my years inside Chase: loyalty servicing, business-banking chat, internal design tools, and Finn mobile banking. This anthology covers product scope and design decisions, not post-launch performance.
Chase Virtual Assistant
12:00 pm
Hello. It looks like you have an upcoming Video Chat with your banker today. Here's the details.
Video Chat with your banker
Friday, August 28•9:00 AM - 9:30 AM
Secure meeting link
Chase Virtual Assistant
12:00 pm
Hi there. I'm your virtual Chase agent. I'm here to help you with basic tasks and questions or to connect you with a real person if I can't help.
Chase Virtual Assistant
12:00 pm
Hello. It looks like you have an upcoming Video Chat with your banker today. Here's the details.
Video Chat with your banker
Friday, August 28•9:00 AM - 9:30 AM
Secure meeting link
Chase Virtual Assistant
12:00 pm
Hi there. I'm your virtual Chase agent. I'm here to help you with basic tasks and questions or to connect you with a real person if I can't help.
These are scope facts. Some tracks launched after I moved on, so this anthology does not claim post-launch performance.
The loyalty-servicing source records more than sixty million card households in the platform scope.
The platform contained twenty-six hero flows. I redesigned gift-card redemption and order history.
The Digital Hub brought team pages, projects, resources, dashboards, and support workflows into one workspace.
The loyalty-servicing work used weekly specialist sessions and clickable prototypes on a shared design system.
I worked across four parts of Chase's Digital Customer Experience organization. I redesigned loyalty-servicing flows used by call-center specialists. I owned Conversation Center and Chat with Chase for business banking. I led internal tools and ways-of-working initiatives for the design organization. I also designed payments and move-money flows for Finn by Chase and built the team's Creative Hub.
Loyalty Servicing Platform 2.0
Lead Senior User Experience Designer
Chase rewards specialists used the Loyalty Servicing Platform while speaking with card customers. The brief was a lift and shift, improving the product without rebuilding it. The platform contained twenty-six hero flows. Survey results put Redeem Rewards first for 60 percent of specialists and in the top four for 95 percent. Order History was also used frequently. I redesigned those two flows in depth.
What I built
- Led the gift-card and order-history hero-flow redesigns end to end
- Broke dense screens into scannable tiles, tested weekly with specialists
- Wrote a dynamic order-summary sentence beside the action buttons
- Added a slide-in panel to open an order without a page change
- Ran a survey and moved rewards redemption onto the home screen
Hero flows
Redeem gift card
Household ···· 4821 · Available 84,250 pts
Order summary
Send a Amazon $250 gift card for 25,000 points to the email on file. Delivery is digital; no shipping address needed.
Order history
Household ···· 4821 · Last 90 days
Findings
Redeem Rewards ranked first for 60% of specialists and top-four for 95%
Specialists jumped across pages to finish a single customer request
Dense, copy-heavy screens were the loudest complaint in weekly sessions
A shared design system let me hand over clickable prototypes every week
By design
Keep the request in view
Scannable tiles and an order summary kept the current rewards request on one screen.
By design
Research set the priority
Weekly specialist sessions and survey results identified the two flows selected for deeper redesign.
By design
Clickable handoff
The flows were handed to partners as clickable prototypes built on the shared design system.
Conversation Center & Chat with Chase
Product Owner & Designer
As product owner and designer for Conversation Center and Chat with Chase, I worked on business-banking support. The existing Help and Support space was difficult to use and contributed to calls. Chat with Chase was designed as a page-level entry point. Conversation Center brought messages, meetings, and documents into one channel shared by banker and client.
What I built
- Owned Conversation Center and Chat with Chase as product owner
- Designed a page-level chat entry point that follows the customer
- Retired the old Help and Support space in favor of one connected channel
- Brought meetings, documents, and messages into a single thread
Chase Virtual Assistant
12:00 pm
Hello. It looks like you have an upcoming Video Chat with your banker today. Here's the details.
Video Chat with your banker
Friday, August 28•9:00 AM - 9:30 AM
Secure meeting link
Chase Virtual Assistant
12:00 pm
Hi there. I'm your virtual Chase agent. I'm here to help you with basic tasks and questions or to connect you with a real person if I can't help.
$5,250.00
Available balance
+$3,000.00
Deposits this month
-$2,500.00
Withdrawals this month
$720.36
Current balance
$17,279.64 Available
$1,865.98
Last statement balance
May 3, 2018
Payment due
$87.98
Minimum payment
$2,960.00
Current balance
$7,040.00 Available
$652.98
Last statement balance
May 5, 2018
Payment due
$87.98
Minimum payment
$325.41
Current balance
$9,674.59 Available
$770.43
Last statement balance
May 12, 2018
Payment due
$87.98
Minimum payment
Get up to 50,000 bonus points per year
Chase SapphireFor the first 5 friends who get a Sapphire Reserve card.
Learn moreConversation Center
Do almost all your banking online without ever entering a branch.
Ideas & insights
EYEBROW
Article title goes here and can wrap onto multiple lines
A description blurb goes here, which is the same as the description blurb used within Idea and insights on the landing and category pages.
Chase Virtual Assistant
12:00 pm
Hi there. I'm your virtual agent. I'm here to help you with basic tasks and questions or to connect you with a real person if needed.
Meetings
Set up video meetings with your banker, then review shared documents and follow ups here.
Video Chat meeting with a specialist
August 20, 2020 at 10:00 AM
Video Chat meeting with a specialist
July 27, 2020 at 11:00 AM
PPP Application
Article liveshare seismic link
Chase Virtual Assistant
12:00 pm
Hello. It looks like you have an upcoming Video Chat with your banker Priya today. Here are the details.
Video Chat with a specialist
Friday, August 28 • 9:00 AM - 9:30 AM
Secure meeting link
By design
Page-level support
Chat with Chase was designed to remain available from the page where a question began.
By design
Self-service first
The design intent was to answer routine requests in the digital product while retaining access to a person.
By design
One continuous conversation
Banker and client share a single channel, so context, files, and history stay together instead of scattering across tools.
Digital Customer Experience Strategic Initiatives
Initiative Lead
Chase's Digital Customer Experience organization included hundreds of designers, writers, and researchers working across dozens of tools. I pioneered and led ways-of-working initiatives anchored by a custom Digital Hub built on Confluence. The Hub mirrored the organization and included standard team pages, projects, portfolio views, resources, dashboards, journey templates, and a Service Desk.
What I built
- Pioneered and led Digital Customer Experience ways-of-working initiatives
- Designed a custom Digital Hub as the group's single workspace
- Built standard team pages: projects, portfolio, resources, dashboards
- Created reusable customer-journey templates, findable by search
- Stood up a Service Desk with workflows and service-level agreements
Teams
Design org workspace
Structure follows how the group was organized, so teams find projects, portfolios, and resources where they expect them.
Card Rewards
6 active projects
Business Banking
4 active projects
Mobile Banking
5 active projects
Research Ops
3 active projects
Service Desk
Demo reconstruction
Open
12
SLA on track
9
Resolved (30d)
41
Journey templates
Demo reconstruction
Business banking · onboarding journey
Reusable template: stages, jobs-to-be-done, and handoff notes. Searchable so teams stop rebuilding the same map from scratch.
Stage 01
Aware
- Find the product
- Compare options
Stage 02
Join
- Open account
- Verify identity
Stage 03
Use
- Complete first task
- Get help in place
Stage 04
Grow
- Add a product
- Refer a peer
By design
Structure follows the org
The Hub mirrored how Digital Customer Experience was organized, so teams found work where they expected it.
By design
Reusable team pages
Projects, portfolio views, resources, and dashboards followed one repeatable team-page structure.
By design
Support in the same workspace
The Service Desk added request workflows and service-level agreements to the Digital Hub.
Finn by Chase
Senior Product Designer
I joined Finn by Chase as a senior product designer on payments and moving money. I created rapid clickable prototypes, including the Quick Deposit flow, for product and engineering review. The team did not have one shared source for delivery material or the design system, so I built the Finn Team Creative Hub for icons, typography, navigation states, meeting notes, decks, and team information.
What I built
- Designed payments and move-money flows, including Quick Deposit
- Shipped rapid clickable prototypes for product and engineering partners
- Built the Finn Team Creative Hub as the team’s single source
- Documented the design system: icons, typography, and navigation states
Choose an account
PREMIER PLUS CKG (...1234)
$23,741.00
BUSINESS SELECT CKG (...3366)
$5,767.00
CHASE SAVINGS (...5656)
$21,805.00
CHASE SAVINGS (...5656)
Daily limit of $2,000.00 reached
Choose an account
PREMIER PLUS CKG (...1234)
$23,741.00
BUSINESS SELECT CKG (...3366)
$5,767.00
CHASE SAVINGS (...5656)
$21,805.00
CHASE SAVINGS (...5656)
Daily limit of $2,000.00 reached
Deposit to
PREMIER PLUS CKG (...1234)
$23,741.00
Deposit amount
$0.00Your current mobile deposit limit is $2,000.00
Front
Back
Deposit by 11pm ET on a business day and your money will typically be available by the next business day...
Mobile Deposit limits
Page tree
- About Finn
- Design
- Projects
- Quality Assurance
- Design Systems/Design Language
- Typography
- Color
- Navigation
- Components
- Icons
- Style Tile
- Research
- Content
- Project Management
- Help & Support
- How To
- How-to articles
Icons
EditSave for laterPlease note that not every icon state has a valid use. Please consult with a Finn designer.
For support, please visit our Service Desk or email us at: finn_support@bank.example
Page tree
- About Finn
- Design
- Projects
- Quality Assurance
- Design Systems/Design Language
- Typography
- Color
- Navigation
- Components
- Icons
- Style Tile
- Research
- Content
- Project Management
- Help & Support
- How To
- How-to articles
Typography
textColor
#FFFFFF
Font: Open Sans Light
Size: 56sp
Font: Open Sans Light
Size: 40sp
Font: Open Sans Light
Size: 28sp
Font: Open Sans Regular
Size: 28sp
Font: Open Sans Light
Size: 20sp
Font: Open Sans Regular
Size: 20sp
Page tree
- About Finn
- Design
- Projects
- Quality Assurance
- Design Systems/Design Language
- Typography
- Color
- Navigation
- Components
- Icons
- Style Tile
- Research
- Content
- Project Management
- Help & Support
- How To
- How-to articles
Navigation
By design
Clickable product review
Rapid prototypes gave product and engineering partners a working flow to review.
By design
One Creative Hub
The Hub gathered the design system, delivery material, meeting notes, and team information in one place.
By design
Documented interface rules
Icons, typography, and navigation states were documented for shared use.
These four chapters cover different products and roles. The loyalty-servicing work used research to prioritize two flows. The business-banking work joined chat and Conversation Center. The Digital Hub organized internal design work. Finn combined product prototypes with a Creative Hub. Some work shipped and some remained in prototype form, so this anthology claims scope and design intent rather than post-launch performance.
This portfolio anthology reconstructs prior personal work from my years inside Chase. It is not a SuperIC client engagement and claims no post-launch performance.