Case Study

J.PMorgan CASPER user research

Project Summary

FIRST THING

In this UX case study, we will explore how J.P. Morgan Chase optimized its internal tool, Casper, to improve adoption among international teams.

SECOND THING

The goal was to alignin the platform with international bankers unique workflows and client management needs.

Problem Statement and Goals

Key metrics

International teams at J.P. Morgan Chase were not effectively using Casper, leading to inconsistencies in client request management and organizational workflows across regions. This hindered the goal of standardizing processes and improving efficiency firm-wide.

65%

European bankers relied on alternative methods for client request management.

40%

Increase in response times for transactions.

30%

More manual tracking errors from international teams compared to their U.S.-based counterparts.

Insights

Problem

User behaviors needed to be identified to determine what necessary improvements to CASPER.

Solution

  • Identify user behaviors around the software

  • identify what international bankers want and don’t want on the platform

  • Highlight Casper's strengths, easy high-impact changes for international teams, and UX updates requiring more time and cross-team collaboration.

TO ACHIEVE THIS

  • Write a test plan and script

  • Conduct users interviews with managers, bankers, CSSs and CSAs.

  • Design prototype, test, repeat

Goals

User Interviews

Analyze user behaviors related to Casper.

Design Solution

Determine the features international bankers desire or find unnecessary on the platform.

Present Findings

Translate these insights into actionable recommendations categorized as immediate wins, quick wins, and more extensive enhancements.

Business Impact

Increased adoption and use of CASPER across all regions

Enhanced efficiency in managing client requests globally

A more unified approach to client relationship management, leading to improved client satisfaction and revenue growth

Research

FIRST

I developed a test plan and script for data collection.

SECOND

I conducted virtual interviews with over 15 international team members who use Casper daily.

THIRD

I gathered qualitative feedback to understand user experiences, preferences, and pain points.

FOURTH

Lastly I presented the findings to stakeholders, highlighting user flows, quick fixes, and out-of-scope issues

Susan Brown

“We would prefer to see the score card by relationship (that’s how we work in the UK). That would be the biggest benefit for us”

Takeaways

POSITIVE FEEDBACK

International users appreciated Casper's reliable performance, even in regions with unstable internet connections. Features like form autofill and easy ticket assignment were well-received.

CHALLENGES IDENTIFIED

A significant barrier in using CASPER was the difference in how international bankers interacted with clients compared to their American counterparts. This discrepancy meant that certain features were less relevant or cumbersome for international users.

Challenges

User research was conducted virtually during the pandemic, leading to challenges like interviews cutting out due to poor Wi-Fi. This resulted in incomplete research sessions and lost data.

Fortunately, many team members were flexible and able to reschedule or switch to a phone call.

So while some data was lost, a sufficient number of team members participated in the interviews to provide valuable insights and highlight any significant differences in the findings

&#@*!

Proving the solution

Results So Far

Because of the work done on this project, future work with digital wallets will be easier

54%

Increase in South American bankers using the platform

40%

improvement in overall platform engagement by international team members