✨ Project Overview

I led the content design for Chase’s Customer Support Redesign in the mobile app, transforming the Contact Us experience from a call-heavy touchpoint into a self-service digital flow.

The goal: empower customers to resolve issues independently, reduce call volume, and create a smoother, more intuitive support journey.

📍 Organization: J.P. Morgan Chase & Co.

💼 Role: Senior Content Designer

⏳ Duration: 6 months

🤝 Teams: Content · Design · Product

📅 Year: 2024 / 25

🎯 Problem Statement

Before the redesign, users were calling the support center within 4 hours of visiting the Contact Us page.

Feedback revealed friction with key tasks—like card replacement and claim filing—that weren’t easily handled in-app.

The challenge:

• Redefine the information architecture to match user intents
• Introduce self-service options for top call drivers
• Reduce dependency on live agents while improving confidence and clarity

🧭 Approach

1️⃣ Data-Led Discovery

Analyzed call logs and user feedback to identify high-volume reasons for contact. Discovered patterns where proactive content could deflect calls.