Joint Investment Accounts

The story

At first, this service was to be created by the investment team as it has to do with investment. But after going through all the developments, we found out that the investment team was not suited to this challenge, even though this would live on the investment side of the business.

I was working on the onboarding team as a senior UX designer. At the time, this was my first project on the onboarding team, and I thought this would be an excellent opportunity to learn the onboarding process. So I decided to take this project on as the leading designer.

This is an onboarding process. The goal was to create an experience for clients to enroll in JPMorgan Chase joint investment trust accounts without entering the bank.

Understanding

What is a trust and how do they work? A trust is a fiduciary arrangement that allows a third party, or trustee, to hold assets on behalf of a beneficiary or beneficiaries.

A more straightforward way to explain it: a middle hand between a business and the owner, where the trust takes full financial and legal responsibilities but is governed by the business owner. Note — not every trust is made with good intentions, which brings us into compliance.

The best solution

How do we create something that takes two individuals to complete without showing their personal information to each other? We decided the best way to approach this was to split the application between the two parties, with the confirmation page keeping each client's information hidden.

Our research found that 90% of our clients favored notification by email titled “Urgent”. We also found that when the co-trustee started their application, notifying the first trustee gave clients a welcome sense of status — the Big Brother effect.