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The Task Management Notification function is to reveal notifications to JPMorgan clients to address what they need to do to move forward in their application process or show information based on Loans, debts, and Tax documents.
Improve the ways we give notifications to our clients
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We need to find a central location on the dashboard where our clients can access their account notifications and take action on things that must be done/completed on an account level.
When I worked at JPMorgan, we knew our clients had difficulties tracking their account notifications. It became concerning to our help desk department as over 35% of our clients were frustrated that they had trouble and never saw or knew of any notification on the client's account dashboard. Most of JPMorgan's clients had investment accounts as JPMorgan's clients were in the 1 percent of the ultra-wealthy.
We knew part of the reason clients had difficulty tracking their account information was the volume of accounts that JPMorgan's clients had. For example, one client can have over 200 accounts on their dashboard. In most cases, these accounts are governed by multiple advisors.
We needed to create a module for all account notifications. The first part of this assignment was to understand where the best location for that module would be.
We knew we could not remove our Account Overview section as it was too important. It gave our clients an overview of all their different account types and how they were allocated. We also knew the task was not to change the design structure of the account.
Therefore we knew that we had to look at the right-hand rail.
The right-hand column was necessary for several reasons, depending on the line of business. It usually updates our clients on stocks, upcoming news, or show promotions. We thought this would be the best place to create the module as our clients were already familiar with getting updates to new promotions and information there.
We based the user case studies on the client advisors. We knew advisors governed 90% of all client accounts in JPMorgan's line of business. Most of the help desk support calls were from the advisors. They had challenges finding the proper notification depending on how many accounts they were advising.
They also explained that investment accounts were not the only ones they needed to advise, even though they take up most of their
work—they also advise mortgages, credit, and investment accounts.
We asked how they would feel if we used the right column as a central location for announcing that account action was needed. We got considerably good feedback on this as the right column area displays new information, and most of the advisors already knew this.
Range from anywhere from 15-20 years of experience. They usually work in banking or a private investment firm. Most investment capitals are Stocks, ETFs, Mutual funds, Bonds, and Adventure Capital. They typically come from upper-class residences.
At first, we thought we only needed to focus on investment accounts, but from our case study, we also learned to concentrate on other account types as mortgages and credit and investment accounts. We now needed to design a module that would help support all these different account types.
Our design decision was heavily focused on notifying the advisors with the right amount of information, which would lead them to the actions they needed to take to complete a task or check the status of an application.
Even though the module contained many notifications, we still needed to break down each part into small sizes as if each piece of information lived on its own island. And everything still needed to have the same look and feel from a global design perspective.
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