Work: Currently a Design Manager at Meta.
Education: Currently a Ph.D. student in Design at Carnegie Mellon University. I earned a Master's in Strategic Design & Management from Parsons School of Design. I also earned a BS in Entrepreneurship and a BA in International Studies from the University of Utah.
Prev Case
Next Case
How might we reimagine the interface design to build trust with consumers, maintain the Chase brand identity, give clear and direct control to consumers and show through progressive disclosure how consumer's data is shared ?
In today’s consumer-centric, digitally-driven era, some of the most notable names in the financial data ecosystem are coming together to help consumers and businesses make informed financial decisions by sharing their financial data safely and conveniently.
Co-created with the Intuit team to design mobile interfaces for when consumers access Chase Bank through the FDX platform
Jan - Feb 2020
Financial institutions through FDX have reached agreements to share data with application programming interfaces, or APIs. These solutions often will benefit the banks and end-users by allowing information to flow more securely between financial entities or by presenting a holistic view of the user's data and finances to help them make better spending decisions. Through FDX guidelines for transparency, Chase's goal was to disclose to the consumer on what data is being shared, with whom, for what purpose, and for how long.
Chase Bank’s mobile app is used by 25 million customers every month. Though it is not the largest or widest-reaching bank in America, its app is used more than any other banking app.
Our task was to develop the Chase banking consent-giving experience within the Financial Data Exchange platform. What will the experience design look like for its customers? How will the process of disclosing data look? What choice architecture design methods will be used to decide where and when their information is displayed and what the user journey will be like?
In an era where data is the new oil, there has been an immense push for how financial institutions and user-base platforms can safeguard consumers' data. Banks need to build trust with their customers and help keep them informed and educated about the decisions they make with financial data. This is especially true when third parties ask users for “consent” to access users’ financial information.
The heart of the matter is data sharing. Consumers are understandably sensitive about sharing their personal financial information, especially in light of recent breaches that have compromised confidential records affecting millions of people. At the same time, authorized data sharing enables a wide range of personal finance applications that have transformed the way we manage our money and our lives, from money management tools such as Mint to cost-sharing tools such as Venmo. A recent study found that 63 percent of smartphone users have at least one financial app installed.
With 25 million customers, Chase Bank is one of the most powerful and profitable financial institutions in North America. Its users come from every demographic background, but compared to other banks’ customers, they tend to be younger and more interested in using online banking tools. Therefore, helping Chase Bank customers understand informed consent for data sharing may be relatively easy. However, since Chase Bank customers use in-app banking more often, they are exposed to more risks -- meaning they especially need confidence when offering consent to share data.
Averta Extra Bold All Upper Case 100-400 Tracking For headers and large text
Averta Regular Sentence Case 10 Tracking For Body Text
Hiruko Pro Light All Lower Case 40 Tracking For Headers and Large Text
Marley Robbens
Manager, Startbucks
Age: 21 Gender: Female
Marley uses Chase Bank for some of her financial decisions but also has a small account with another bank that she was given as a child. She aggregates her financial information with Chase. She avoids brick-and-mortar banking.
Cameron Knowles
Uber, Lyft Driver
Age: 27 Gender: Male
As a worker in the gig economy, Cameron regularly shares information with third-party apps.
Giving access to bank information is a common and necessary process, though it can cause users anxiety and does involve risk. The Chase bank consent design needed to offer satisfactory answers to big questions held by its users: “Is this transaction secure?” “Can I trust this third-party app?” “Should I give consent?”
The interface helps consumers with the ability to securely share data in a way that is visible and transparent and will empower customers, enterprises, and small businesses to have a better financial life.
Having a feedback loop with users was essential in co-developing questions and solutions through the information design process. Through research, interviews, and design workshops, we constructed high-fidelity prototypes that were given to users for full testing.
Though we had different demographics for the in-person testing, the feedback was similar and we discovered more challenges from military members and families. These include financial pressures: making more money, reducing their debt, saving more for education, and of course, how this process can help them secure more financial help.
70 percent of smartphone users have at least one financial app installed
Understand what data is being shared, with whom, for what purpose, and for how long
The design spells out how the consumer consent of financial data is securely shared and clarifies the security and authentication protocol requirements.
On the technology side, FDX incorporates leading-edge features such as OpenID Connect, which helps assure the validity of financial information, and biometric authentication for enhanced security.
Chase bank has its distinctive style guide and constraints in design that offered us challenges. The Bank uses a traditional, conservative color scheme that emphasizes credibility and consistency.
We needed to work within the guidelines of Chase bank integration platforms and structure. Also, the interface would communicate dense information. The challenge was to make sense of the design hierarchy, design an intervention that abides by financial regulations, platform technologies requirements, and achieve them using the design pieces given to us.
