Role Sole Designer

Company J.P. Morgan Payments

Date 2024 – 2025

Skills UX audit, field research, cross-functional facilitation, consumer sub-brand, authentication UX, iterative design, stakeholder alignment

No wallet. No phone. Just you.

Overview

J.P. Morgan Payments built a biometric authentication product that lets customers link their face to a payment method and check out at participating merchants by looking at a camera. The work happened in two phases: a rapid redesign of a third-party partner's enrollment experience for a live Chase Center pilot, then a full in-house product build after the team decided to own the experience end-to-end. I was the sole designer across both.

01 / Core problem

How do we make biometrics feel safe enough to try?

Phase 1 — consumers are skeptical of biometrics, and the existing enrollment flow did little to address privacy concerns, unfamiliarity, or a selfie capture step that produced poor image quality. We started with no baseline data and a partner unwilling to share their analytics.

Phase 2 — building in-house as a bank-backed product meant every design decision had to satisfy JPMC's risk, security, legal, and compliance teams. The challenge was finding the right balance between a consumer-friendly experience that would drive adoption and the heightened security standard a financial institution demands.

First redesign of third-party partner's enrollment experience

"If you want people to give you their face, you'd better tell them exactly what you're doing with it."

— Field research synthesis

02 / Process

Audit, field study, then build a brand from scratch.

I ran a rapid UX audit of the partner flow, conducted an in-person field study at a Warriors game to understand enrollment drop-off firsthand, and led cross-functional prioritization with my PM, PopID engineers, and a CFO stakeholder.

For the in-house build, partnered with Red Antler on a consumer sub-brand and led an authentication workshop with product, risk, and payments stakeholders to align on the login and onboarding flow.

Field study at Chase Center during a Warriors game

$Typography overview$

03 / Solution

Building an experience people can trust

Phase 1: A redesigned enrollment experience with refreshed branding, in-product education on biometric data use, an automatic photo guidance modal, and a payment step that didn't steer users toward ACH. Launched as a live pilot at the Chase Center during the Warriors season.

Phase 2: Designed a new onboarding flow, log-in flow, and in-store experience and supported a junior designer on the consumer landing page, with a risk-compliant authentication architecture informed by pilot data and a new round of in-person user research.

04 / Results

Field study reframed priorities. Pilot outcomes drove expansion.

Field study identified payment drop-off — not selfie quality — as the primary conversion barrier, reframing team priorities and redirecting engineering effort to the payment step. Chase Center CTO committed to expanding from 3 to 40 kiosk stands based on early outcomes.

Phase 2 was one of the clearest examples in my career of designing inside a large institution's constraints: every decision intersects with risk, compliance, and legal — and the designer's job is to advocate for the user within those constraints, not around them.

3 → 40

kiosk stands committed by Chase Center CTO

Phase 2

in-house build initiated from pilot learnings

1 pilot

live at Chase Center during Warriors season