Overview Dashboard

The story

The Overview Dashboard was my first project at JPMorgan Chase. JPMorgan Chase was planning to release investment accounts for Chase customers. At the time, investment accounts were only for the JPMorgan line of business. We thought this was great news, giving everyday customers a chance to wet their toes into investment.

It took about one month to get my head around everything. I needed to understand all the investment accounts that Chase would offer their customers and what actions customers could take with each different account type. There were 15 different account types ranging from self-service to auto service.

My manager asked me whether I had any experience with investments. The truth is, I didn't. I didn't even have an IRA or a 401k at the time. After telling him the truth, he told me that he would like for me to lead this project. He said this would be an ideal way to learn about investments and work with other people from different teams, as the Overview Dashboard will impact all lines of business.

That was not an easy assignment!

Understanding

We knew there would be a gap between the users. Until now, investment accounts had only been for JPMorgan customers — the ultra-rich, whose capital was managed by seasoned investment advisors.

The new Chase customers would have a different investing background. These customers more than likely did not have any real experience with investment. So part of my task was to interview advisors, people who invest moderately, and customers with no investment experience to find out what they need to have a more accessible and intuitive investment experience.

Challenges and user testing

How do we get our new-to-investment customers to understand how investment works? Our research showed that these customers would have the most difficulty understanding investment based on user testing and gathering customer feedback.

We noticed that seasoned investors use automated investment accounts from other investment institutions. Chase You Invest Trade was the Chase version of automatic trading accounts — trades are made based on market fluctuation and the customer's goals. We found that 75% of the new users we had for testing agreed that this would be the best way to learn.

Design decisions

Our focus was on three key areas: account types, symbol search, and multiple accounts.

Account types and their call to actions: every user should only see their account type's most relevant call to action. A single account shows the main actions (Summary, Transfer Money, Transactions); with two to six accounts, secondary actions move behind the ellipsis.

Symbol search: 80% of our users wanted the symbol search near their investment accounts, so we placed it at the top right above all the investment accounts.

Multiple accounts: 70% of Chase customers only have three accounts, but customers with seven-plus accounts wanted a compressed table view of everything — including accounts outside their investments.