JPMC OneBank rewards module design
JPMC OneBank service is a browser based application being used by over 15,000+ customer service specialists. This application contains all the information of a banking, card, business and finance customer(s) for the specialists.
I was the lead designer for combining and displaying the Rewards, Merchant offers and New customer offers module into a general Rewards section. Until now there was no way for specialists to view all the rewards related information in one place. Before, specialists had to go through multiple desktop/web based applications depending on the type of rewards inquiry, and often it would increase the wait time for actual customers which was frustrating for specialists and was costing the company millions.
The Challenge
Classic desktop application that took too long to load; the UI was over 15 years old and hadn’t been entirely refreshed in a long time. The rewards information was extremely difficult to locate for CSRs. Depending on the client type (banking, card, company, etc.), the specialist had to navigate through numerous programs in order to examine the information and answer the customer’s inquiries.
CSRs could not see how much of the ‘new customer offer’ cashback amount the consumer had used. How many points are required to redeem a particular offer. How much cashback percentage was applied to certain merchant offers, merchant offer history, promotional codes, and much more.
Research
My primary objective was to develop a comprehensive rewards module that integrated bank, merchant, and new customer offers, while distinctly categorizing these areas and presenting relevant data that could assist Customer Service Representatives (CSRs).
To initiate my research, I reviewed previous user interviews to gain insights into the challenges faced by CSRs and their expectations for the new module. I was granted access to call recordings, which enabled me to understand and observe how the CSRs navigated through various applications. Additionally, I conducted individual user interviews to gather information on the CSRs expectations for the new module and to explore how they interpret rewards and offers differently from actual customers. After gathering a substantial amount of information, I proceeded to create wireframes for the rewards module.
After some tweaks and further discussion, my design concepts and new suggestions were welcomed. After the wireframe approval, I was able to create and detailed mockups with different scenarios for further development.
Wireframes
The Result
My design concepts and new proposals were accepted after some tweaking and more debate. Following wireframe clearance, I was able to produce comprehensive mockups of several situations for future development.
The research assisted in the approval of the new module; previously, I encountered difficulties in placing rewards in the main navigation, but after providing my research findings and user interview recordings, the business agreed, and the navigation was approved. After witnessing the new design, the CSRs provided positive feedback. Combining all of the offers into a rewards menu was well received; CSRs were able to view all offer-related information in a single module.
New Rewards Module Design
