Situation

 At JPMorgan Chase, the Business Payments team needed to improve engagement and ease of use within the Collect & Deposit Center for small business customers.

Task

My goal was to streamline how users initiate, track, and receive payments, while increasing enrollment in Chase’s payment products.

Action

I led 5 rounds of iterative UX research and design, collaborated with stakeholders across customer service and development, and introduced key changes—like surfacing payment tools as hub tiles, improving educational content, and clarifying enrollment paths.

Result 

Within 1–2 quarters, we saw an 18–74% increase in payment product enrollment, no complaints at launch, and a noticeable rise in engagement and customer satisfaction. We were then tasked with creating a future-facing mobile prototype for business and commercial banking, which impacted product, technical, and business roadmaps long-term.