Amplifying mobile payments experience
Role: Information Architecture, Interaction Design, UX Design, Interaction patterns, prototyping, usability testing
JP Morgan & Chase in 2017, the biggest bank in the United States has developed ChasePay(R), a new way for its customers to pay in their daily life and earn back various rewards. Going against other payment solutions it leverages the power of offers and rewards that only the bank could offer and maximises the user's purchasing power. A mobile application is the focal point of the experience along with touch points in other channels and platforms creating a robust and primarily mobile payment experience.
The main goal of the product is to allow users to save time and money utilising the power of points and offers.The team during the development worked in iterative sprints with extended user research. The Application was to undergo a major redesign in 2018 to address a number of insights from the field and scale to better meet the product and business goals.
Breaking the information architecture to simplify interactions based on customer priorities
My work began by breaking apart the existing information architecture and functionality, re-imagining our set of features, exploring different architectures to achieve scalability and connecting it all with the customer journey. The team also revisited the personality of the App along with its brand identity and design principles. During the whole process we designed scenario workshops to explore different dimensions, engaged with stakeholders & customers and experimented with micro-interactions for delight.
The latest iteration of information architecture has adopted a more simplified structure emphasising the main tasks and intents of the users. The interactions and user experience, focuses more on creating a personal feeling for each user making it easy to monitor and use. Finally, the simplified architecture brought scalability making sure that the application to accommodate more features in the future. In addition to the standalone mobile application, an eCommerce paying platform has also been developed to reach customer at more payment touch-point..
Previous architecture with focus on business priorities creating confusion to the user limiting engagement with the full product
New architecture organizing everything in the top 3 customer priorities, Pay, Find, Manage
Launching in a competitive market needs a shift in traditional thinking
The mobile payment industry was dominated by Apple Pay and the aggressive move from Samsung Pay. While ChasePay offered extra features, part of the technology - based on QR codes - made adoption difficult in this competitive market. The Bank decided to discontinue the App in early 2020 and continue only the CPay eComerce paying platfrom.
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