Single Card Dashboard
I led the redesign of Chase's credit card dashboard for 22.5M single-card customers — improving how users find transactions, make payments, and access benefits. The MVP shipped with +7 NPS, +2.9% CSAT, and a 68.8% increase in benefits access.
challenge.
22.5M Chase customers with only a credit card were underperforming on satisfaction and ranked 6th of 11 in J.D. Power's 2023 mobile app survey. Customer verbatims said it best: basic tasks like making a payment or finding transactions were hard to find and buried 1–2 levels deep
22.5M Chase customers with only a credit card were underperforming on satisfaction and ranked 6th of 11 in J.D. Power's 2023 mobile app survey. Customer verbatims said it best: basic tasks like making a payment or finding transactions were hard to find and buried 1–2 levels deep
what i did.
Structured the page into 3 sections (account information, account management & business priorities, and transactions ) to scope the redesign and keep it shippable under an aggressive timeline.
When stakeholder pressure threatened to pack the dashboard with every team's entry point, I audited the existing home page to identify repeated entry points and map what earned permanent above-fold placement vs. what could live within the transaction tiles.
Prepared a CEO roadshow with multiple hi-fi directions to align senior leadership on the vision before finalizing the MVP.
Comparison of American Express & Capital One's single card home pages
3 sections structured (left), Mid-Fi explorations (right)
Potential hi-fi MVP explorations designed
discovery.
I audited the existing dashboard alongside a competitive review of 11 credit card apps and created a blue-sky lo-fi based on my findings.
To ease stakeholders into the change, rather than jumping straight to a full redesign, I started small: testing a simple addition of benefits within the transaction feed, bringing benefits to where the users were. I was skeptical about the placement, but the study proved me wrong.
After co-conducting an unmoderated quantitative test with 360 users, 73% of users said the tiles didn't hurt the UX, the benefits tile was the most likely to be clicked, and 4–7 transactions were an acceptable frequency. Afterwards, we experimented with benefit tiles in production with promising results (below). That gave us the confidence and the stakeholder buy-in to go bigger.
Comparison of American Express & Capital One's single card home pages
Benefit tile in transaction (left), experimentation in production results (right)
Comparison of American Express & Capital One's single card home pages
Benefit tile in transaction (left), experimentation in production results (right)
3 sections structured (left), Mid-Fi explorations (right)
previous credit journey page
Segmented data collected
mvp.
This MVP was chosen because:
Most familiar departure from the existing experience, reducing risk of confusion at 22.5M user scale
Clear hierarchy with core tasks immediately accessible above the fold
Conservative enough to get leadership alignment while still addressing the core findability problems
This MVP was chosen because:
Most familiar departure from the existing experience, reducing risk of confusion at 22.5M user scale
Clear hierarchy with core tasks immediately accessible above the fold
Conservative enough to get leadership alignment while still addressing the core findability problems
results.
Launched November 2024 — I transitioned teams after a full handoff before going live to 22.5M users
+7 point NPS increase
+2.9% CSAT
+68.8% access to benefits
what would i do differently, in one sentence.
I'd push for multivariate testing on the bolder directions from the roadshow before launch!
Potential hi-fi MVP explorations designed
Single Card Dashboard
INDUSTRY:
2024
CLIENT:
Mobile
YEAR:
B2C
TEAM:
Design Systems Team x Card Team @ Chase
YEAR:
2024
CHANNEL:
Mobile
TYPE:
B2C
TEAM:
Design Systems Team x Card Team @ Chase
Single Card Dashboard
about.
I led the redesign of Chase's credit card dashboard for 22.5M single-card customers — improving how users find transactions, make payments, and access benefits. The MVP shipped with +7 NPS, +2.9% CSAT, and a 68.8% increase in benefits access.
Role: Senior Product Designer
Collaborated with, 1 hands-off design lead on design systems team, 2 product managers & 2 engineering teams (design systems & card).
challenge.
22.5M Chase customers with only a credit card were underperforming on satisfaction and ranked 6th of 11 in J.D. Power's 2023 mobile app survey. Customer verbatims said it best: basic tasks like making a payment or finding transactions were hard to find and buried 1–2 levels deep
discovery.
I audited the existing dashboard alongside a competitive review of 11 credit card apps and created a blue-sky lo-fi based on my findings.
To ease stakeholders into the change, rather than jumping straight to a full redesign, I started small: testing a simple addition of benefits within the transaction feed, bringing benefits to where the users were. I was skeptical about the placement, but the study proved me wrong.
After co-conducting an unmoderated quantitative test with 360 users, 73% of users said the tiles didn't hurt the UX, the benefits tile was the most likely to be clicked, and 4–7 transactions were an acceptable frequency. Afterwards, we experimented with benefit tiles in production with promising results (below). That gave us the confidence and the stakeholder buy-in to go bigger.
Comparison of American Express & Capital One's single card home pages
Comparison of American Express & Capital One's single card home pages
Benefit tile in transaction (left), experimentation in production results (right)
Benefit tile in transaction (left), experimentation in production results (right)
what i did.
Structured the page into 3 sections (account information, account management & business priorities, and transactions ) to scope the redesign and keep it shippable under an aggressive timeline.
When stakeholder pressure threatened to pack the dashboard with every team's entry point, I audited the existing home page to identify repeated entry points and map what earned permanent above-fold placement vs. what could live within the transaction tiles.
Prepared a CEO roadshow with multiple hi-fi directions to align senior leadership on the vision before finalizing the MVP.
3 sections structured (left), Mid-Fi explorations (right)
Potential hi-fi MVP explorations designed
results.
results.
Launched November 2024 — I transitioned teams after a full handoff before going live to 22.5M users
+7 point NPS increase
+2.9% CSAT
+68.8% access to benefits
what would i do differently, in one sentence.
what would i do differently, in one sentence.
I'd push for multivariate testing on the bolder directions from the roadshow before launch!
