My Portfolio
Maren Fiorelli
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Dealing with data __Reshaping the Future of Payment

Introduction to the Chase Developer Center

The Developer center is a platform where a developer can build and securely integrate their digital solutions with Chase’s vast network of customers and business clients, all while using Chase’s leverage as a global leader in payments to help promote better company wide trust in this space.

 
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Timeline

6 months from inception to MVP

Role
Senior UX Designer on a small Innovation team

Main Business Goal
Capture more of the marketplace segment for payment API Integration by creating a new platform for Chase.


 

The Challenge

In this era of immediacy – big banks are competing with agile start-ups in the financial services industry that are capable of quick change and fast moving services. How might chase make its mark?



 

The Goals

  • Target Small business initatives

  • insure it reflects the brand.

  • Shift from product to experience

  • Create a bridge between payments systems and analytical applications.

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Why is this important?

 

People increasingly expect interactive experiences in everything that you can do and real-time “immediate” payments infrastructures.


Scope

Public pages: Home page, Products page, and support page

Private Pages: (after login): Products page, Documentation, Test and verify pages, Internal tools, and support pages.

Sandbox environment: for developer to test out code.


Competitor study with users

A competitor study provided us insight into what our competitors are doing well and where opportunities lie. It also helped us learn about the value and usability of their product designs or features.

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Quotes from Users

“I like the quick set-up page that links to the documentation…then scannable individual product pages.” -Steve

“Documentation should be based on the functionality of the Apis” -Haroni


User Testing

Since we had done some research into the topic and had a basic scope we decided to see what we could discover through simple paper testing with developers in the office.

Important to Business: 

  • Engage with existing customers, and members of the “ gig economy” by producing excitement in Chase, as a Payment API.

  • A Product that helps promote the growth of the “Tech” side of Chase.

Important to Design (Users): 

  • Understand the Developer needs

  • Represent the APIs in an intuitive way

  • Design straightforward interactions for the product


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Research: synthesize the information

Below is a matrix created with the UX Researcher. We then took these findings to synthesize the pain points into the major user and business goals.

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Empathize

Using the information collected above, I create two provisional personas to help me communicate my users’ motivations, goals, and behaviors.

 

External User

Jayne Findley Business Analyst 29 years old Finance LOB Tech level 😎

Jayne Findley Business Analyst 29 years old Finance LOB Tech level 😎

Goals: Identify right payment strategy for merchant, and Facilitate technique implementation with internal & external tech team.

Behaviors: Initialization discussion, analyze user need and narrow down solution.

Pain points:  Too much manual checks and paper work process, andInefficient search/filter for integrator information, analytics.


“ My goal is to provide the best solution(s) to meet my client payment processing objectives” 


 

Internal User

Andrew Broz Tech Consultant 34 years old Software engineer Java, Javascript, XML, XSLT, JSON Tech level 😎😎😎

Andrew Broz Tech Consultant 34 years old Software engineer Java, Javascript, XML, XSLT, JSON Tech level 😎😎😎

Goals: Install tool & maintain functionality

Behaviors: Testing, validating, customizing and debugging.

Pain points: Lack self-service system, Too much manual check, specs finding and version maintenance


“ As a developer, I always look for Documentation or API references “


 

User Flow

Once I figured out what the most important features were, I created a user flow and mapped out the exact steps to show the preliminary happy path.

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Sketching and Brainstorming

it’s relatively easy to sketch out ideas. To have an idea of how things are really working, we encouraged user tests to gain valuable insights and feedback on the dev portal before moving on to higher fidelity versions.

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Validation

I jumped into Sketch to create first low-Fi mockups of my proposed solutions. Below are the Hi-Fi mockups of my final solution before and after testing.

 

Home Page

Before Testing


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After Testing

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Product Page

Before Testing

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After Testing

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Support pages

Before testing

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After testing

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Retrospective

Through this case study, I learned the value of sticking with a research in the user experience design process. I understood the needs of the users through testing and one on one conversations. From guerrilla usability testing to user affinity mapping to building a prototype and conducting validation testing. Working for a big company allows for all of these things, but ultimately it also makes it hard to do anything fast.

To validate my proposed design solutions, I tested screens again with friends outside of the field, and got a positive response. Please feel free to ask, to see a more in depth version of this project with more screens.