Private Client Group

An ultra-high-net-worth insurance payment portal for some of the world's most exclusive clientele.

Problem

The Private Client Group was locked into using an outdated Chase payment flow was difficult to use, off-brand, and not responsive. It wasn’t uncommon for users to feel like it might be a phishing scam and it’s lack of usability flooded the call centers with complaints and questions.

Role

Head of design, stakeholder, and individual contributor at moments that I felt needed it and stepped in when the designers were on vacation or out to maintain Velocity.

Solution

Quickly built the payment portal utilizing remote usability testing to validate the design solutions that were created.  Partnered closely with Customer Experience and Engineering to prioritize the most valuable features and launched the portal in under 6 months.

Results

Within the first 6 months: $100MM in payments processed, a 35% reduction in PCG call-center volume, and a 19% reduction in hard fees to Chase.