CASE STUDY

Elevating UX for Small Business Banking

  • Client:
    JPMorgan Chase
  • Role:
    VP; UX Design Lead
  • Team:
    Chase Business Mobile
  • Duration:
    4 Years
  • Client:
    JPMorgan Chase
  • Role:
    VP; UX Design Lead​
  • Team:
    Chase Business Mobile
  • Duration:
    4 Years
  • Client:
    JPMorgan Chase
  • Role:
    VP; UX Design Lead​
  • Team:
    Chase Business Mobile
  • Duration:
    4 Years
UX Leadership Lab Origins

Seeds of the UX Leadership Lab Philosophy

I joined Chase as a Senior UX Designer during a pilot project focused on small and medium-sized business (SMB) customers. The initiative began small but unearthed deep insights that fundamentally shifted how Chase approached business banking on mobile.

As I grew into the Lead Mobile UX Designer role (VP), I guided the redesign of the core app experience—translating customer behavior and complex banking logic into a UX strategy that served millions. This work became a proving ground for what I now bring to every client engagement: integrated UX leadership that balances user needs, business goals, and long-term design health.

Read Our Mission

The Challenge

Chase’s mobile experience for business customers wasn’t keeping up with the way entrepreneurs and SMB owners manage money. Internally, there was agreement: the app felt fragmented. But research made the true problem clear.

Problem

When I joined the project, we knew the user experience for Chase Business Mobile felt fragmented. Internally, there was recognition that the app wasn’t meeting the full needs of small and medium-sized business (SMB) owners—and that improving it could help attract and retain more of these customers.

But it wasn’t until we engaged in deep user research that the core problem came into focus: the way SMB customers organized and interacted with their accounts didn’t align with how the app was structured. Our users had clear mental models around business entities, cash flow, and daily priorities that weren’t being reflected in the experience—making even simple tasks like checking balances harder than they needed to be.

Goals

Redesign the Chase Business Mobile experience to:

  • Give users fast, intuitive access to balances​
  • Reflect real-world financial organization: by business, by purpose, by preference​
  • Integrate seamlessly with Chase’s design system and technical infrastructure​
  • Build confidence and trust through clarity​

Research & Discovery

We conducted 1:1 interviews with SMB owners, ran design sprints, and tested prototypes across formats. Our key findings:

  • Users organized accounts differently—by business entity, use case, or priority
  • Visibility of account balances was mission-critical
  • Clean, clear information beat fancy visuals
  • Customization mattered—especially for fast-growing businesses
  • Business users had vastly different expectations than personal banking customers

Design Process

From Pilot to Platform-Wide Redesign

The work began with a focused question: should we build a standalone business banking app? We prototyped and tested multiple approaches. The verdict: integrate key functionality into the existing Chase Mobile app—but reimagine how business users interact with it.

Rapid Iteration & Collaboration​

I helped evolve our design toolkit from whiteboards to Figma  interactive prototypes and deliverables. As the scope grew, I took on strategic design planning, user testing leadership, and collaboration with engineering and product teams.

Leadership in Action​

Following the pilot’s success, I was promoted to VP and became the lead UX voice across Chase Business Mobile. I worked to ensure every design decision scaled responsibly—without duplicating systems or fragmenting the platform.

Solutions We Shipped

Business vs. Personal Toggle

Enabled fast context switching for entrepreneurs juggling both sides of their financial lives.

Collapsible Wallet-Style Account View

Gave users control to group accounts by business or usage—mirroring their financial logic.

Configurable Dashboard

A flexible interface that respected user preferences and reinforced consistency with Chase’s visual design system.

This work ran in parallel with a massive redesign of Chase’s Retail Banking platform. Rather than splinter the experience, we aligned design logic and shared components—delivering targeted value while contributing to scalable UX strategy across the company.

Results & Impact

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Among Chase Business Mobile users

  • Improved task efficiency and account visibility
  • Successfully folded business insights into the core mobile experience—without technical debt or design inconsistency
  • Strengthened the design system through scalable, research-backed components
  • Demonstrated what embedded UX leadership can do: align teams, cut through ambiguity, and create results

Why It Matters Today

This wasn’t just a design project—it was a deep systems challenge. Working across silos, long timelines, and competing priorities taught me how to lead UX with clarity, flexibility, and respect for both the user and the business.

That philosophy now lives at the heart of The UX Leadership Lab:

The right UX leadership, applied at the right moment, turns complexity into momentum.

Let’s Talk About What’s Next

Let’s Design Something That Matters

If you're ready to move fast, gain clarity, and deliver a better product experience, let's talk. We'll tailor a design engagement that fits your needs, timeline, and goals.
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