View from Victor’s office and prototyping lab at Hudson Yards.
VICTOR CHU EXECUTIVE DIRECTOR
Design Technology & Innovation and Chase Business Mobile
Digital Customer Experience, JP Morgan Chase & Co.
2020, 2019, 2018, 2017
NEW YORK
Digital at JP Morgan Chase & Co.
As an Executive Director, Victor led, executed and delivered new mobile features and innovations for JPMC from 2017 to 2020.
Based in Hudson Yards, New York, Digital Customer Experience, aka “DCE”, is the top user experience design group in Fintech. DCE is an internal UX team with over 300 design executives, strategists, UX designers, researchers, product designers, UI designers, content editors and technologists designing all of the firm’s digital products.
JP Morgan Chase & Co. is the largest bank in the U.S. with $2.9 trillion in assets and 200,000 employees.
Native coded “Mobile Next” iOS prototype apps.
Design Technology & Innovation
The Design Technology & Innovation group within DCE was a team of start up vets responsible for rapid prototyping new applications for the firm, as well as tented projects for Jamie Dimon.
As the Executive Director for App Prototyping, Victor led a team of native app developers and external resources to develop, iterate, debug and deliver high quality, fully coded iOS, Android and Web prototype apps for user testing, and for senior leadership demos with the CEOs.
Victor and team prototyped and delivered over 25 variations and versions of the “Mobile Next” prototype app which is the 2020 update to the Chase mobile app for Chase and JP Morgan Private Banking & Wealth customers, the Chase Voice Assistant prototype app, and a Global Navigation Web prototype app.
Chase users total 39 million active mobile users with an overall 51 million online users.
Native coded “Chase Voice Assistant” Android prototype app.
Coded app prototypes are not design “prototypes”. What are typically known by UX designers and design researchers as prototypes, are actually design mock ups of apps. Design prototypes can range in fidelity from hand drawn paper mock ups to full color, click through desktop design files in Figma, Sketch, Principle, or Adobe XD.
Natively coded prototype apps provided the designers, researchers and product owners with the following:
On device, live mobile experiences (not achievable with design files)
Fully interactive, native UI components, patterns and flows
Full navigation and logic
Functioning bank accounts and transactions for testing financial features and flows (transactions reconcile like real accounts)
Identification of design gaps, bugs, edge cases
Integration with online data and user testing services
Opens the check book during senior executive demos
Code and development reference for production engineers
Reusable code for production
Prototype app testing framework for Mobile Next user testing captured task duration, completion and qualitative data via surveys.
Moreover, Victor’s direction towards achieving “design science” by building in qualitative and quantitative user testing features into the prototype apps proved to be the key value for DCE, and the digital product owners. The user testing functionalities include:
Multiple task tracking and testing
Task instructions
Sequenced and timed tasks with task logic
Task randomization
Task flow completion (conversion) tracking
New feature interaction tracking
New feature randomization
Heat maps
Surveys, randomized surveys, open surveys, survey logic
Ratings
Analytics data
Manhattan Design System
“MDS” is JPMC’s digital design system featuring key UI design components, patterns, design assets, design templates and design tools. All components are standard in design, and consistent across web, iOS and Android platforms.
They are also pre-coded, and reusable saving tens of thousands of hours of development time.
The design system started as a prototype pitched to senior leadership in 2018.
By 2020 the system rolled out to all product groups, and “exited” DCE. MDS is now its own product and budget under the firm’s Digital Channels product group.
As the Senior Product Manager for MDS, Victor was responsible for managing team performance and the delivery of MDS design tools.
The design tools. for the design system, included the component library tool for Sketch and Figma, visual QA apps for iOS and Android, and system documentation.
Chase Business Assistant automating the priority, negotiation and payments of invoices.
Chase Business Mobile
Chase Business Mobile (“CBM”) is the mobile experience for 5 million Chase business users.
As the executive director for CBM, Victor led a team of UX, UI designers, researchers, content strategists and product managers to design and deliver new features and innovation concepts for Chase’s mobile business customers.
Victor created a new experience concept called BX, aka the “business experience”. is the user experience unique to business customers. The archetype business user accesses and transacts from numerous business and personal accounts, and uses multiple financial products such as credit cards, mortgages, loans, investment and private wealth management.
The Business Experience Transaction Framework for mobile business users.
The firm’s leadership objective for the team was to update the mobile experience for business users. Victor focused the team on “minimal viable experiences” aka MVE for business users, while in parallel researched and created a BX north star grounded by innovation.
By coining the term MVE, which is dissimilar to a MVP (a minimal viable product), Victor clearly distinguishes the difference between designing experiences and products. By creating an extensive update to current digital products (such as checking, savings, investment accounts), the appropriate goal for the first releases of the newly updated experience is to design for a MVE. And not create a MVP.
Digital check payments featuring precision float control and cash flow intelligence resulting in visibility and control for the payor, when checks are received and deposited by the payee.
With years of extensive, world class business user research to draw upon, Victor led the team to create BX user journeys and design prototypes of a Chase Business Mobile app experience and functionalities such as automated invoicing and payments management, employee management, and a business bot providing business owners assistance to scale and manage their businesses.
During this process, Victor filed 2 patents for Digital Checks invention and for a bot based, automated sales, invoicing and collection.
