j P   m o r g a n

ACCESS

Global cash management made easy

T H E   T E A M

Founded and built a cross-functional team of 17, including:

  • UX Designers

  • UI Designers

  • UX Research

  • Design System

  • Front End Development

T H E   C H A L L E N G E

ACCESS was a federated portal with 40+ aging applications with developer-designed user experiences that were driving up costs for training and customer support:

  • 49% of Help Desk calls were repeat “how to” calls for basic functionality

  • Inside-out product design process produced a very fragmented experience across the various applications

  • Customer retention required increasing discounts, a negative impact on the bottom line

A C T I O N

Streamlined design process by establishing Design System for all client-facing JPMorgan Treasury Services applications, integrating user-centered design methodologies

  • Established a customer-centered process that used personas to drive a modern portal design

  • Created unified experience that integrated all 40+ applications

R E S U L T

Drove cost savings based on a 31% reduction in call center volume

  • Rollout of the new product had one of the highest initial customer use ratings in Treasury Services history 

  • The new ACCESS was rated as #1 in industry among Treasury Managers

Personas

Documentation

Designs

JP   M o r g a n   A C C E S S   D A S H B O A R D

Dashboard designed to align to how customers work – surfaces critical information and transactional functionality

  • Cash Position gives customers an at-a-glance view of cash flow

  • Portal design organized based on customers’ mental model: Payments, Reporting, Accounts Receivable, Administration, etc.

  • Reports Inbox surfaces time-sensitive reports

i n t e g r a t e D   p a y m e n t s   s c r e e n

  • All payment types now accessible from a single screen

  • Supports both ad hoc payments and recurring payments

m u l t i p l e   p a y m e n t s   s c r e e n

Increased efficiency of customer workflow by allowing them to make multiple recurring payments from a single screen

u s a b i l i t y   t e s t i n g

Design evaluated via multiple rounds of usability testing

  • Followed a RITE-style design/test/revise/retest process to refine design

  • One of the highest initial customer use ratings in Treasury Services history on roll-out of initial product

  • Customers gave it high marks for streamlining their work – designed to support their workflow

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