CASE STUDY
Turning Budgeting Chaos Into Clarity
Redesigned Chase’s stalled tool and got it back on track for launch.
-
Client:
JPMorgan Chase -
Role:
VP; Lead UX Designer & Design Manager -
Team:
Chase Retail Banking -
Year:
2021
-
Client:
JPMorgan Chase -
Role:
VP; Lead UX Designer & Design Manager -
Team:
Chase Retail Banking -
Year:
2021
-
Client:
JPMorgan Chase -
Role:
VP; Lead UX Designer & Design Manager
-
Team:
Chase Retail Banking -
Year:
2021
Leadership in the Details: How Structure and Clarity DeliverED Results
I joined the Chase Budget Tool team with six months left on the clock—and a launch date we couldn’t move. The project had been in motion for eight months but was stuck: no alignment, no working prototype, and no clear path forward.
As Design Manager and Lead UX Designer, I stepped into a high-pressure environment and helped the team reset. We reestablished trust, clarified the product’s direction, and shipped a complex, high-visibility budgeting tool—on time and on budget. All while we transitioned to mobile work due to Covid.
That experience cemented the core belief behind The UX Leadership Lab: embedded UX leadership can cut through noise, rally teams, and turn stalled initiatives into strategic momentum.
The Challenge
Problem:
Chase set out to launch an in-app budgeting experience—but after nearly a year of work, the tool was off-track. Design decisions were stalled by shifting requirements, stakeholder trust was fading, and a mid-project design system update added another layer of friction.
Key Challenges:
- Misalignment on user flows, scope, and visual design
- Eroded stakeholder confidence
- Design system migration mid-project
- Need for clear leadership and strong boundaries
- Remote collaboration during the early COVID transition
Research & Discovery
Methods Used:
- Deep-dive interviews with customers about budgeting behaviors
- Competitive reviews of Mint, YNAB, and Rocket Money
- Cross-team workshops to align with Chase’s broader design ecosystem
- Multiple rounds of usability testing on low- and high-fidelity prototypes
Key Challenges:
- Users wanted low-maintenance, bank-integrated budgeting
- Trust was critical: users needed transparency around how budgets were calculated
- Flexible organization mattered more than fancy charts
- A lightweight daily pacing tool helped reinforce spending awareness
Design Process
Wireframing & Prototyping:
We built fast and iteratively—starting with sketches and evolving into robust, Figma-based prototypes aligned to the Chase design system. The heart of the experience was a transaction-based wizard that generated budget estimates users could trust.
Strategic Leadership:
- Locked design requirements and sprint plans to prevent churn
- Set boundaries with product teams to protect design cycles
- Removed blockers so the team could focus on thoughtful execution
- Ensured visibility and stakeholder alignment through early, frequent reviews
Final Solution
Key Features & Innovations:
- Transaction-Based Wizard: Automatically generated budgets from recurring income and expenses
- Flexible Budget Logic: Helped users understand discretionary vs. fixed spending
- Daily Pacing: Lightweight progress tracker for staying on target
- Integrated Home Screen Access: Budgeting became a seamless part of the Chase Mobile experience
- Simple, Clear Visualization: Prioritized clarity and utility over flash
Results & Impact
increase in OSAT scores
Enrolled Users in Year 1
Active Monthly Users: Year 1
Users by 2024
Shipped on time and on budget despite early doubts
Became a flagship example of Chase’s embedded personal finance strategy
Final Thoughts
This project sharpened my approach to UX leadership—particularly the value of structure, clarity, and consistent communication under pressure. I leaned on resources like JPMorgan’s Leadership Edge program, sought mentorship, and focused on enabling my team, not just directing them.
That leadership philosophy is now the foundation of The UX Leadership Lab.