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Payment Gateway System
Client: JP Morgan Chase
Role: Service Designer / Lead UX Designer
Tools: Sketch, InVision, Miro, MS Office
Discovery
Problems/Challenges
Gathered current usability problems and user challenges
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10 years old system
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Designed by Engineers for non-technical users
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Non-scalable to support growth
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Longer customer go-live time
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Bad User Experience for Customer Support Team
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Lack of visual cues
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No accountability
UX Research Methods
Observation / Diary Studies
Benchmarking Analysis
Analyze User Analytics
Define
Created Customer Journey Maps, Information Architecture and User Personas to better align with the design strategy
Service Design Deliverables
Customer Journey Map
Information Architecture
User Personas
Design
Design Goals
Designed low-fidelity wireframes, high-fidelity wireframes, interactive prototypes
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Add Visual Cues
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Easy Navigation
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Improve searchability and learnability
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Show accountability (who did what and when)
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All persona need their own design ecosystem
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Scalable design - Ability to add more features in the future
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Automate mundane and redundant tasks
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Content strategy - Easy and concise language
Delivery
Conducted Qualitative and Quantitative UX Research studies to learn the impact of the new design on the users. Translated complex data into meaningful and actionable recommendations. Identified KPIs to track for successful product adoption.
UX Research Findings
Mixed Method Usability Testing
Google Analytics
32%
increase in user adoption
4x
increase in payment device registration
80%
reduction in customer call wait time
83%
reduction in time taken to install a payment device
92%
reduction in customer go-live time
Lofi Wireframes
Design user needs
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