Conversation Center & Chat with Chase
Justin served as the Product Owner for Conversation Center & Chat with Chase. These two products were Business Banking products. He also designed various elements of the experience since he is a User Experience designer.
Dimensions
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Conversation Center
Background
Conversation Center is place for bankers and clients to meet in a digital channel and to have a connected and continuous conversation.
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Chat with Chase
Background
Chat with Chase is a convenient entry point for Conversation Center that also improves customer experience and encourages self service. Chat with Chase makes support available to customers where they need it.
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Problem Statement
As a user, I would like to get help for things I need on the page I am on. I do not want to call Chase. I would prefer a lightweight option like chat.
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Root-Cause Analysis
In Conversation Center, users are unable to find what they need when they need it because of poor UX/UI.
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Customer Impact
Customers have expressed their frustration. They are calling Chase call centers for something that a self-service feature could solve.
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Solution
By integrating features from Help & Support into a singular intuitive location we can encourage self-service to reduce call volume.
Contextualizing the products
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Chat with Chase
What you are looking at is a chat feature Justin designed and led as a Product Owner in Business Banking. The Chat with Chase module would dwell on the bottom of each page. It provided a convenient entry point for Conversation Center that also improves customer experience and encourages self service.
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Conversation Center
The Conversation Center was a re-designed experience that replaced an old archaic Help & Support space. Conversation Center is for bankers and clients to meet in a digital channel to have a connected and continuous conversation. In other words, a one stop shop for all communications (meetings, documents, etc.).
A closer look at
Chat with Chase
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Introducing the Chat with Chase to create a single point of entry for all servicing related tools.
Allow an easy access point to Virtual Agent and triage customers to the appropriate service solution
Show the support features that are available to customers
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Reducing friction and making support an easier and joyful experience
Informational to show what support options are always available to customers
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Customer satisfaction and better support experience
A closer look at
Conversation Center
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A place for bankers and clients to meet in a digital channel and to have a connected and continuous conversation.
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Chase customers have to navigate through a complex, non-intuitive UX, to arrive at a Help & Support center that really does neither.
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Conversation Center houses a suite of new proprietary and 3rd party tools that give our bankers and customers the ability to more easily communicate and share things.
