One reimagined onboarding experience. 90% fewer review items. Zero drop-offs.
Redefining investment client experiences through a streamlined, intelligent statement preferences module.
B2B Fintech
Web App Design
UX Strategy
Cross-functional Collaboration
OVERVIEW
In the high-stakes world of U.S. Private Banking, client onboarding often stalls due to outdated processes governing account ownership and statement preferences. To address this, my team redesigned the Statement Preferences configuration experience (a critical step in account setup and investment compliance) to make it intelligent, compliant, and effortless.
IMPACT
Accelerating new client onboarding, increasing throughput, reducing time and cost to bring clients on board.
TEAM
In addition to working with my core design team of 8, I collaborated with user researchers, content designers, product managers, engineers, analysts, and advisors within a broader product team of over 100 people.
TIMELINE
Aug 2022–Apr 2023
High-level overview of onboarding a Private Bank new client from the perspective of JPMorgan employees.
Leveraging existing account preferences to complete the statement delivery for the in-flight accounts.
CHALLENGE
Account opening in the private banking world is complex and painfully slow.
-
High-net-worth clients could wait up to 45 days due to compliance bottlenecks, fragmented software tools, and opaque workflows.
-
The statement delivery setup, in particular, was often overlooked or delayed due to the lack of a dedicated, intuitive interface, risking miscommunication and non-compliance.
Manual processes and delays stalled account opening timelines.
Clunky UI and fragmented tools slowed advisor workflows.
DESIGN PROCESS
An agile, research-informed process
I was part of the Accounts Information team, where our focus was on defining account ownership, product setup, and client account details. My primary responsibility was to redesign and optimize the Statement Preferences experience, making it smart, secure, and personalized for both clients and analysts.
Conducted Workflows Audit
Mapped existing workflows and identified friction points in how statement preferences were being captured.
Identified User Scenarios
Identified core and edge-case scenarios to guide flow logic and error handling.
Designed a Modular Interface
Designed a Modular Interface
Built a single, dedicated screen for selecting delivery method, frequency, and recipients, replacing fragmented flows with a streamlined model.
Tested Language and Interaction Models
Tested Language and Interaction Models
Analyzed usability findings to refine terminology, clarify selections, and validate interaction patterns across individual and joint account setups.
Designed End-to-End Flow
Designed End-to-End Flow
Built a comprehensive advisor flow that supports both system-recommended and manual preference configurations. Included logic for skipping, overriding, or confirming recommendations, with tailored guidance for each path.
DESIGN APPROACH
Accessibility & Trust
My design approach emphasized accessibility and trust which is key to getting clients to make choices confidently about how they wanted to receive sensitive financial information.
Progressive disclosure
Preferences were grouped and expanded only when needed to reduce cognitive load
Contextual guidance
Embedded definitions and tips reduced dependency on advisors for clarification
Real-time validation
Provided immediate visual feedback to prevent submission errors
Clear signifiers
Icons and microcopy helped advisors quickly distinguish and take required action
DESIGN OUTCOME
A Redesigned Statement Preferences Experience
This newly designed module transformed the act of choosing how to receive account statements from an opaque back-office process into a straightforward, client-facing interface.
Before
No dedicated interface led to delays, miscommunication, and non-compliance
After
Introduced a dedicated, intuitive setup experience, improving accuracy
Streamlined the statement preference flow by minimizing redundant steps and confirmations.
90%
Reduction in review items for complex account openings
85%
Reduced statement setup time from 7+ user steps to 1
Business Impact
-
I partnered with business teams not just to meet design needs, but to shape the experience together. They saw me not only as a designer, but as a co-creator in building out the product.
-
This approach helped JPMorgan reduce onboarding costs and support faster client growth in Private Banking.
Human Impact
-
Through three rounds of usability testing, I uncovered how both front and back office users actually work, what slows them down, and what they really need.
-
The feedback helped speed up design decisions and led to a simpler, more human way to add account profiles and set preferences.
Technology Impact
-
I helped translate a shifting tech vision and set of business goals into a clear, usable product.
-
We created a new experience for selecting statement preferences, with smarter rules, bulk actions, and fewer escalations.
Data Impact
-
The design also uncovered and solved a data hygiene problem that had been affecting the user experience.
-
By building a logic engine that guides better data inputs, we made the system smarter and more scalable across other parts of onboarding.
Impact
Reflection
Contents of my workstation, all crucial for success
Designing the Statement Preferences feature was a lesson in the power of simplicity. A once overlooked form became an opportunity to build trust early in the client journey. By reducing friction and providing clarity, we created an experience that balanced regulatory rigor with human-centered design.
What's Next
-
Expanding personalization options for communication and client preferences
-
Further automation of exception workflows related to preference changes
-
Standardizing onboarding modules across global regions based on this successful pilot