https://www.jennifermemmolo.com/about-jen daily 1.0 2022-04-03 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1641953138702-JOEYBGX4RGOPGPNTMRNO/CFB74C1B-F14F-4307-94A6-930830AFAD6B.jpeg Home https://www.jennifermemmolo.com/faqs daily 0.75 2019-07-10 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562717904014-UKG0X4PHSH3SDHJTYNNK/faq+entry+point.png FAQs - FAQs I created, organized, and managed three sets of FAQs for JPMC’s Chase Pay app, including the series on the Marketing site. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718021731-XJGV2VE6KALUREOZTBKH/open.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718051251-YCHHOS3EQLWTIXYBWIM8/more+faqs.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718069675-MIP4088QJ1Q9HWKPR7Q3/more+faqs+2.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718089772-Z2ON55WP61VE16HFKWRH/payments.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718100931-UDQWV12ZIIWESA1UGIRK/payments+2.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718121664-FHOV9SR79U4FRVSZ04GP/security+faqs.png FAQs https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562718141945-J8TGV73RKY22NA3HW2OK/pwp.png FAQs https://www.jennifermemmolo.com/authentication daily 0.75 2022-01-12 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761784599-ZUOEX4DAU20YKAMKQTQJ/SIGN+IN.png Authentication - Authentication at Chase My current work at Chase focuses on security and authentication. I work more closely with our cybersecurity team to communicate highly-technical errors and scenarios to our users. This is our public-facing sign-in screen on chase.com. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761784599-ZUOEX4DAU20YKAMKQTQJ/SIGN+IN.png Authentication - Authentication at Chase My current work at Chase focuses on security and authentication. I work more closely with our cybersecurity team to communicate highly-technical errors and scenarios to our users. This is our public-facing sign-in screen on chase.com. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761881052-0HUW8D74DD8B9EHW4P2G/FYP.png Authentication - For Your Protection “Unrecognized device” flows at sign-in are a huge pain point in the user experience. Users are trying to login to do something, and it’s not to verify an unrecognized device. The messaging should be upfront and clear—I want the user to know why their experience is being interrupted and that it can quickly be resolved. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761896748-XT9PU997RU6RGBJR54LH/GET+VERIFIED.png Authentication - Get Verified The title of this flow, “For Your Protection” is a reminder to the user that we’re doing this for their benefit/the security of their accounts. “Get verified” alongside the progress bar tells the user that this isn’t a passive flow—they’re an active participant in their own security. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562762033798-3JFP8FVUS23VRVNSQ3BY/EMAIL+CODE.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761906880-IV3ZN4N7N9TLCYU2ABR9/WRONG+CODE.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761921354-YP11XRY6VQGS8RZPAA1V/SCREEN.png Authentication - Secure Home Page Once the user successfully signs in, they can click on the person icon in the upper-right hand corner and access more security features—I’ve worked on alerts management, AccountSafe, and authorized devices. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761962751-C44FCSHBEY12YVTVXGQ3/PROFILE+AND+SETTINGS+SCREEN.png Authentication - Alerts Management A conversational entry point to a feature that requires a “set it and forget it” mindset. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761989897-9TX11O35RVO7PZ8DW2FJ/ALERTS.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562761999980-AQLTO8SPIJH24WINJH6C/ALERTS+2.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562762014863-DCMAJK15YLXGHCQ460MN/ACCOUNTSAFE.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562762025536-794OKJC9LFYEJLOW1QFF/DEVICE+ACCESS+HISTORY.png Authentication https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562787572851-WPAR98C7ZFOS07VU9YA9/Current+classic+logon+page+with+4+fields+%281%29.PNG Authentication - RSA Token UX—Before This is a page from the “Chase Classic” site—the content for this page in particular was for a business user who unsuccessfully tried to sign in with a series of security codes. When chase.com and all of its properties moved over to the new layout, this was a scenario that was left behind and discovered as a defect. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562787651570-TN0MKZ8CG50G3CGVQIU7/informational+message+when+all+4+fields+incorrect+-+content+TBD+%281%29.PNG Authentication - RSA Token UX—After The new RSA token error sign-in screen—we discovered in QA that I wouldn’t be able to add a line break between the first two sentences, but the page looks and sounds much better than its previous iteration. https://www.jennifermemmolo.com/chase-pay daily 0.75 2019-07-12 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562762395030-21AUY5R6GBVX50OEMW9D/IMG_3569.jpg Chase Pay - Chase Pay Chase hired me to participate in an entire redesign of Chase Pay, their digital wallet app. It took more than a year, but the app was relaunched alongside partnerships with PayPal and Samsung Pay. This is an example of our “Snapshot” tile—it’s the main landing tile when Marketing isn’t running a promotion. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562762405843-1DKK4V3YHC41M0PBDM5D/IMG_3570.jpg Chase Pay - Communications Tile & Navigation This is our communications tile—we use it to inform the user of new offers and partnerships. While the tiles encourage the user to swipe through, the main navigation never changes. I worked with research to test different variations of “Find” and “Manage” for our users. I wanted the word choice to be actionable, and it was important that they were distinct enough for the user to know what they could do in each section. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785009237-QCQV5S4FU791NQ3UP6W9/IMG_3576.jpg Chase Pay - Order Ahead Order Ahead is Chase Pay’s equivalent of Seamless (for pick-up orders only). I wanted the content for this tile to be fun and light; while “Order Ahead” and “Food for Thought” remain static throughout the user experience, the content of the tile can update with recent orders for easy ordering. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785031998-I6161IC97BDPAQV0SP2C/IMG_3577.jpg Chase Pay - Ultimate Rewards Tile Our users are extremely motivated by UR points—it’s a fact that’s been consistent across product testing. While our tech capabilities prohibited us from showing it on the Snapshot tile, I pushed to dedicate a tile to UR points for quick access. Users can redeem their points in-app for merchant gift cards or pay with points at checkout. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785042392-NOLNPMACTUDHRAJNNK84/IMG_3578.jpg Chase Pay - Last Tile The last tile doesn’t mean the end of discovery for the user—Product and I worked together to make the end actionable. Users can tap “Find merchants” to see a list of nearby merchants who accept Chase Pay, and any potential offers or deals that might drive them to spend. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785089884-KHUS6D2BZU39FQDLJ9YT/IMG_3571.jpg Chase Pay - Manage Section The manage section was a much-maligned screen to work on: Product approached it like a junk drawer for anything that wasn’t spend-driven, and I spent months working with design on organizing a group of features that have almost nothing in common. The user’s cards are front and center, where they can see their current balance (if you tap through, you can also see a list of recent transactions). There’s a section for digital receipts, where users can take a photo of a receipt and save it to their receipt library. eGiftCards (this was branded before my time) is where users can convert Ultimate Rewards points into merchant gift cards and where they can see any gift cards they’ve previously converted. Users can also see any loyalty cards they’ve added to Chase Pay. This feature allows them to scan their cards while at checkout, hopefully making their keychain a little lighter. https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785103862-RFBYCMPFT1XETUITQXG8/IMG_3572.jpg Chase Pay - Loading Message A generic, one-size-fits-most message that works when our app doesn’t (or needs a few seconds). https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562785131512-06QM3X3M5E4FVIAN53OW/IMG_3573.jpg Chase Pay - Find Screen/GPS message After tapping on “Find,” the user is taken to a screen with any available Chase Offers (offers that apply to their particular brand of card) and a list of nearby merchants. If they haven’t granted the app GPS access, they get this message in lieu of a merchant list. I love this message—it’s friendly, it’s unapologetic (I try to save “We’re sorry” for true transgressions, not user-oriented flow-failures), and it’s actionable. The user has an opportunity to quickly grant the app permission to access their location and see a list of places to pay with Chase Pay. https://www.jennifermemmolo.com/user-journey daily 0.75 2019-07-12 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562808449511-DP6IBEF984RS1PFYPZ79/user+journey.jpg User Journey - User Journey This is an example of a user journey I made alongside the Authentication Product team. I established a character (Brandi) from one of our core archetypes and demonstrated how our authentication products could fit into her lifestyle. https://www.jennifermemmolo.com/strategy daily 0.75 2022-01-24 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/4580d242-7073-49f3-a6e0-13ca81b9f4da/20F7EC37-24D5-42D7-8A16-7891F203885F.jpeg Strategy https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/6bed1e2b-6dad-4ed6-8993-7270571d4fc7/E62D0A69-2D5A-410C-B33B-FC9A0D26EEF8.jpeg Strategy https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/29a0d5b4-5da4-4f3c-b43d-a2aeb60dec66/E6629A0B-C994-4CF3-BDF6-7EA7827B109B.jpeg Strategy https://www.jennifermemmolo.com/content daily 0.75 2022-01-13 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/c002081d-2bb3-4bf4-89b0-fc2a3454fa37/BC42E83B-EE0C-4522-81C1-5EAC6A336952.jpeg Content https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/d78c5b66-c3c8-4945-bed2-c0765b414e46/4C152A12-3430-4403-9AE8-986CBD8B44DA.jpeg Content https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/49f2d70e-25c3-4ff4-9019-72fcf800ed6d/23EF91E7-81EF-46CB-B17B-08DA15498C9D.jpeg Content https://www.jennifermemmolo.com/content-1 daily 0.75 2022-01-13 https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/92527ffc-2009-4cd3-8c7c-9ac63552f0a0/69F4AE84-EFBA-455A-BDD3-4C5E2571D582.jpeg Process https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/dea1f91c-ab9e-4897-8c02-46e14e0dbf54/87360DEB-6B33-4866-9E5C-2542212B44BF.jpeg Process https://images.squarespace-cdn.com/content/v1/5707d584b654f9540cade0b8/1562808449511-DP6IBEF984RS1PFYPZ79/user+journey.jpg Process