My role:
UX designer
Timeline
Dec 2021 - Aug 2022
Team
2 UX designers
1 Content writer
3 PMs,
3 Engineer teams (iOS, web, Android)
2 UX researchers
Overview:
Chase Budget redesign is one of the first projects I was involved in after joining the company.
As one of the designers on the team, I was responsible for collaborating with cross-functional teams to contribute to strategic initiatives; Leading and overseeing the entire design cycle; Partnering with tech partners to ensure the designs were pixelated perfectly translated into the build, etc.
Since the tool's launch in early March 2023, we've observed a remarkable increase of more than 80% in OSAT scores and a concurrent boost in retention rates.
Overall satisfaction
Cumulative users
(as of Jan 2024)
Task completion
What is Chase Budget?
Chase Budget 1.0, launched in 2020, is a tool that helps users better manage their money, incorporating features that help our customers stay in control of their budget and be prepared for future spending.
However, data suggested that the budget tool wasn’t meeting our customers’ needs —
Our customer feedback analysis highlighted UX problems related to usefulness, control, and inconsistency across multiple tools. —
Usefulness
The experience were not meeting customer expectations and was not in line with competitor offerings such as Mint, Copilot or Rocket Money, etc.
Control
Customers were not able to budget in way that met their needs, and it lacked flexibility in editing capabilities, accounting for savings, and the ability to budget by category.
Consistency
Multiple tools that were solving for similar needs were using different calculations and data, which caused a confusing CX because they were all disconnected.
2
2 years ago
Instead of concluding budget as a subtraction between income to checking and expenditures and setting your budget to equal 0 savings, users should have the ability to set budget below the difference between their monthly income and fixed costs.
3
2 years ago
It needs an editing tool to change the budget if needed instead of having to reset the whole budget every time.
5
2 years ago
Please include set budgets for different categories like Mint does. I want to budget my restaurant, gas, and shopping money.
2
2 years ago
The tool fails to find some recurring payments and I was unable to find them when trying to edit the list. You should be able to just input the total amount for monthly bills. In the end, it is not accurate and cannot be trusted.
4
2 years ago
It does not allow me to add my Chase credit card payments to my monthly bills. So, my bills are not accurate.
1
2 years ago
This budget tool is too limited; only including fixed bills and flexible spending. To truly be useful, users should be able to designate a dollar amount for categories of spending to help see where money is going and stay on track.
Put ourselves in our users’ position
To start with, the team gathered together and empathized with our users, discovered pain points and identify opportunities from step to step.
Understanding our users
We conducted 12 qualitative user interviews to gain a better understanding of users' spending behavior, and learn how users interact with the experience. Some key insights we have collected are as follows:
Behavior
Want to monitor finances to be simple, interesting, and fun, not a chore.
Lack confidence and want guidance while monitoring finances.
Want help to stay on top of it.
Financial type
Log onto the Chase app frequently to check balances and transactions.
Looking for ways to improve financial habits.
Tends to spent more than they save.
Competitive audit
Next, to better understand how other budgeting tools work, we conducted a competitive audit of a few competitor apps. This helped us analyze strengths and pain points for each of the budgeting features, and identify opportunities and areas for improvements.
Identifying the core experience
After several rounds of research and discovery sessions, the team had a better awareness of the existing problems and what customers are looking for. Partnering with PMs, we developed a vision for the new Budget experience.
PROGRAM
Give me a plan
Step-by-step tools and customized suggestions for being more purposeful about financial decisions.
COACH
Help me stick to my plan
Trusted advice and encouragement, which touch points in and outside of Chase Digital.
WHAT-IF
Help me make trade-off decisions
Strategize, pivot, and act with a clear understanding of the implications.
IMPLEMENT
Do it for me or make it easy for me
Set my plan on autopilot or give me clear paths to take actions.
How can we help our users?
As a team, we compiled a list of opportunities based on user feedback to enhance the user experience.
Value vs complexity
We also partnered with engineering and product team to measure the effort and customer value of each feature to define our MVP experience.
Our impact has been positive. We are seeing an increase in engagement, retention, and customer satisfaction. —
OSAT score
78% increase
48%
27%
Cumulative users
4.6x increase
930K (as of Jan 2024)
199K
Task completion
33% increase
36%
27%
JPMorgan Chase & Co. - Crafty Fox Award (Q2 2023)
FinTech Breakthrough Awards - Best Personal Finance Product (2023)
Led the entire design cycle, created mobile & web designs, and ensure consistency throughout the entire user experience.
Collaborated with cross-functional teams across all stages, from early research, ideation, and design, to execution and delivery.
Actively involved in desk checks and VQAs with the development team to ensure the product aligns with the design.
Budget lite
Custom categories
Visual uplift
Dark mode
More...