Many Chase customers had money to invest but lacked confidence. I co-led a two-person research team within Digital Wealth Management, running 25 + rounds of rolling usability and concept testing to guide the launch of YouInvest™, Chase’s first self-directed investing platform.

Through iterative studies, we uncovered trust barriers around robo-advisors, confusing metaphors, and skeptical CTA copy — insights that reshaped onboarding and content strategy.

Result: By March 2020, 4–5 % of weekly site visitors opened a YouInvest account, and our journey map for “Starter Investors” became the model for future DWM products.

Stakeholder interviews and on-site contextual inquiry - onboarding a data protection platform with financial advisors (2019)

Research insights enabled development team to make quick changes for the first wave of on-boarding. These key changes helped to create a new product implementation process described as "the smoothest we've ever had" by our client, who planned to use our data security platform as part of its basic package to independent financial advisors.

Service design research and concept testing a new method to track loaned surgical equipment for an orthopedic medical device sales organization
(2015 - 2017)

Helping a medical device sales organization recover more than $400,000 worth of missing product by designing a better way to track loaned surgical equipment to surgery centers in the greater New York City area.