Though 20 million people were signed up for Credit Journey, most were simply checking their score and leaving. Chase wanted to increase engagement and education.
I focused on creating structurally sound designs through system frameworks, wireframes, and prototypes that were tested with Chase users on a biweekly basis.
The existing experience (left) and our redesign (right)
Our discovery included interviews with Chase users to understand how people feel about their credit.
“Right now, I’m just chugging along in hopes of getting there, but I don’t have a concrete picture of where I’ll end up.”
Chase Customer, age 31.
“I want to buy my own house or start a business one day. I’m paying off my loans now, but sometimes I wonder if I’m making the smartest choices.”
Chase Customer, age 25.
While people have personal long-term goals in mind, these can feel opaque and difficult to achieve when they're far away. This makes people feel less confident about their everyday financial decisions and begin to question the payoff.
Our stakeholders wanted users to track towards credit score goals, but also towards educational goals to help users better understand their credit.
We shared our initial thoughts on the Goals and Education sections with stakeholders, aligning on the problems to be solved and exploring solutions.
Ultimately we designed an experience that allowed users to set a target score and select educational interests within the same flow.
This more flexible design allowed us to bring the target score and educational interests to life in different ways throughout the experience.
Modules throughout the experience show users how they’re tracking towards their goals.
Educational content is housed within the Credit Resources section, where users could learn more about tips and best practices for reaching their goals.
This flexible structure provides multiple entry points for users to engage with the content, allowing them to track progress whether they’ve created a goal or not.