Dispute flows
Clearer status tracking and fewer steps to resolution for member disputes.
Account Holder Experience
Member-facing account holder experience — simplifying complex financial workflows for enterprise-scale teams. Led UX for flows serving millions of customers, focused on reducing friction at the moments that matter most.
The challenge
Account holders interact with banking products during high-stakes moments — disputes, statements, account changes, and benefit enrollment. Legacy flows buried critical actions behind too many steps and inconsistent patterns.
The work required balancing regulatory requirements with a member experience that felt clear, confident, and fast at scale.
Approach
- Mapped dispute, statement, and account-change journeys end to end
- Identified friction points where members abandoned or called support
- Redesigned key flows with clearer hierarchy and progressive disclosure
- Validated designs with product, legal, and engineering before release
Core contributions
Statement experience
Scannable layouts for dense financial information at enterprise scale.
Chase Support
Led UI/UX for Chase's public Support page — video collections and step-by-step help for the issues customers ask about most.
Outcome
Delivered clearer dispute, statement, and account-change flows that reduced friction at the moments members call support most — while meeting legal and compliance requirements for enterprise-scale banking.
