JPMorgan Chase & Co.
UX Design Development Intern
Timeline: June-August 2023
Role: UX Designer & UX Researcher
Under the guidance of my mentors, Joyce Hansen and Winnie Chen, I was able to apply my foundational UX knowledge towards redesigning a client dashboard to improve the efficiency of managing client cases for JPMorgan employees.
“I spend all day hunting through tabs to find the information I need to do my job.” -USER
What’s the problem?
Internal employees are switching between multiple tabs and windows to find information they need to help a client. This is time-consuming and overwhelming for the user due to overlapping layers of information. They don’t know where to look.
Alright, so what’s the next step?
I conducted user interviews to learn more about the user’s process flow, and empathize with their needs, frustrations, and preferences. Using an affinity map to analyze the findings, I came up with a checklist of features and product requirements..
What did our users say?
Users prefer text over icons.
Certain client/case details and the pending case list are rarely looked at when looking for information.
The mid view window never opens in the same spot, so they waste time dragging it out of the way.
Final Iteration
Making better use of the space, the mid view now displays on the left panel. This gives the user a bigger view of the case window. No longer overlapping with the client window, the user can look for information faster.
Original vs New Mid View
Constraints
Short timeline to deliver wireframes to PMs and SWE— adequate user research was deprioritized.
Slowly chipping away at transforming the outdated platform — which means we can’t make drastic design changes even if they were the most ideal for the best UX design.
What did I learn this summer? What’s next?
Get feedback early.
Ask questions and clarify to be efficient with designing across multiple projects.
Design is iterative.
The design process is a cycle of iterating and reiterating to find the best solution.
Next Step: Usability Testing
Test new features with users before delivering to SWE for implementation.
Next Step: Utilize AI.
Explore how we can use AI to help users find information more efficiently.