Chase Mobile Banking - 21,000 five-star reviews
Banking is one of the most personal things a person does. It's where anxiety lives: about money, about security, about whether you're making the right decisions. The app that helps you do it has to earn your trust every single time you open it. The Chase app in 2014 wasn't doing that. It was a legacy system that hadn't been meaningfully touched in years. Outdated visually, confusing to navigate, and serving millions of people every day with an experience that felt like it belonged to a different era.
I was the UX Design Lead on the team that changed that and was responsible for the end-to-end user experience of a complete visual and UX redesign of one of the most used financial apps in America.
#1
Top-rated banking app in the App Store at launch
five star reviews
The Challenge
The Chase app was a legacy system that had grown organically over years. Millions of people were relying on it every day to manage their financial lives, which made the opportunity to get it right genuinely exciting. The complexity was real: regulatory requirements, a large cross-functional organisation, and a product that couldn't afford to lose the trust of the people using it. But that complexity was also what made the project so much fun.
Impact
21,000+
30M+
Daily active users
My Role
As UX Design Lead I owned the user experience from end to end: the information architecture, the navigation, the interaction design, and the research that kept every decision grounded in real customer behaviour. I ran surveys, interviews, and usability tests throughout, talking to Chase customers about their relationship with money, their habits, and brought those insights into every design decision and every stakeholder conversation.
40%
Reduction in support calls
The Solution
We redesigned the app around how people actually think about their money, not how the bank had organised its internal systems. Navigation was restructured to surface what customers needed most. Complex financial tasks like transfers, payments, and account management were simplified into flows that felt natural and fast. The visual language was completely refreshed: modern, calm, and trustworthy. The goal was an experience so clear and so considered that it got completely out of the way and let people focus on what they came to do.
