JPMorganChase
A Safer Place to Bank
Designing to close the trust gap between Chase and its customers during moments of high risk.
NDA PROTECTED
Please reach out for more detailed information.
ROLE
UX Design Intern
TIMELINE
June – August 2026
SKILLS
Product Design
UX Research
BACKGROUND
Scams are a growing trust challenge
During my 10 weeks at Chase, I was a UX Design Intern on the Claims, Disputes, and Fraud Operations team as a part of JPMC’s Design Development Program. My project centered around scam prevention, and in particular, ways to bridge the gaps in customer trust of the bank.
MY ROLE
I collaborated with teammates but owned my own concept end-to-end
Discovery was a collaborative effort across three interns, including competitive analysis, fraud call observations, branch visits, and stakeholder workshops. As we uncovered different opportunities within scam prevention, each of us took ownership of a distinct problem space.
I focused on a customer trust challenge within scam prevention and owned the concept end-to-end: defining the opportunity, designing the experience, planning research, conducting validation, and iterating based on findings. Throughout the project, I regularly incorporated feedback from designers, content strategists, and leadership.
PROJECT OVERVIEW
My goal was to understand where trust breaks down between customers and the bank during high-risk situations and identify opportunities to reduce uncertainty. To do this, I combined competitive research, fraud-call observations, and branch visits to study how customers seek reassurance during moments of uncertainty.
Analyzed 20+ competitors
Listened in on 10+ live fraud calls
Visited 2 branches
KEY INSIGHT
Across these touchpoints, I repeatedly observed moments where customers had difficulty determining whether they could trust communications that appeared to come from their bank.
CHALLENGES
Defining the right problem to solve
Scam prevention spans everything from education and detection to account recovery. The challenge wasn't finding opportunities, it was identifying one narrow enough to meaningfully explore within a 10-week internship. Through concept exploration and stakeholder feedback, I ultimately focused on a specific trust challenge between customers and the bank.
VALIDATION
Interviewed 3 specialists
Conversations with fraud specialists surfaced common customer uncertainties and helped ensure the concept aligned with real-world fraud scenarios.
Tested with 10+ users
Testing revealed how participants interpreted trust signals during moments of uncertainty, leading to multiple refinements that improved clarity and confidence.
TAKEAWAY
Feedback from both specialists and customers suggested the concept could help reduce uncertainty during high-risk interactions, addressing the trust challenge it was designed to solve.
IMPACT
The concept resonated with both customers and internal stakeholders
After refining the prototype, we presented our work to audiences across Chase, including an event with 200+ interns, operations teams, and senior design leadership. Feedback from customers, fraud specialists, content strategists, and designers suggested the concept addressed a meaningful trust challenge and could have practical value if explored further.
While this was blue-sky work, the concept was designed to support clear business goals: increasing customer confidence, reducing uncertainty that can contribute to scam losses, and reinforcing trust in Chase's ability to protect its customers.
REFLECTION
1. Clarity creates trust
One of my biggest takeaways was that effective design often comes from narrowing scope rather than expanding it. By focusing on a single customer question, "Is this really Chase?", I learned that removing complexity can make an experience more understandable, actionable, and ultimately more trustworthy.
2. Communication is part of the design process
Presenting my work to interns, other designers on the operations team, and senior leadership meant learning to translate one project for very different rooms. Understanding that strong ideas can only create impact when people understand them is a hard-earned skill I’m taking from this summer.
NDA PROTECTED
As my work is NDA protected, I am unable to show detailed concepts at this time. I’m happy to chat more about my overall experience and takeaways!
