PROJECT OVERVIEW

I used design thinking, business strategy, and user research to inform strategy.

Informed by multiple user research studies on JPM bankers’ day to day challenges, I contributed to the target state vision for a new CRM tool that would become bankers’ single go-to tool. This initiative was led by my design team, and I helped inform the strategy for this tool from 0 to 1. I created artifacts such as a customer journey map, golden thread narrative, site map, and initial information architecture to align stakeholders. These artifacts were used in presentations to get by-in from business leadership such as the Global Bank Operating Committee, leading to a green light and funding from our GB CEO.

I facilitated a workshop with 35 stakeholders to align on the target state vision.

Currently, JPM bankers have to navigate between over 20 tools to do their daily tasks. In order to enable the functionality of all of these tools into one single tool, we also had to bring together the multiple teams of products managers, tech partners, and business stakeholders that own these tools. I traveled to Texas with three other design team members to help facilitate a workshop to align our stakeholders. During the workshop, my team presented our target state vision and initial information architecture based on a jobs to be done framework. I also led one of four breakout sessions, facilitating a series of design thinking exercises.

I led 18 user research sessions to inform designs for this first version of this tool.

After we got buy-in from business leadership, we began the design process! I led generative research sessions, focus groups, as well as a card sort exercise to gain a deeper understanding of bankers’ jobs to be done and needs from a CRM tool. I worked closely with product and tech stakeholders to inform the requirements for my designs, and delivered the initial designs for production. The tool was recently launched to internal beta users.