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LinkedIn

Resumé

Chase

Chase

Chase

Passport Rewards Program

Passport Rewards Program

Passport Rewards Program


Background

Chase Passport Rewards was a loyalty program designed to provide Chase cardholders with personalized travel rewards and experiences. The project was developed through the digital design agency Noise, where I led the UX design efforts to enhance the program's user interface and overall customer experience.

Project Overview

As the UX designer at Noise, my role was to create a seamless, user-friendly platform that allowed cardholders to easily navigate and redeem their rewards. The design needed to be intuitive, visually appealing, and reflective of the premium nature of Chase’s brand.




UX Design Contributions

  1. User Research & Insights:

    • Customer Journey Mapping: Conducted detailed user research to map out the customer journey, identifying key pain points in the existing rewards redemption process. These insights were instrumental in redesigning the user flow to be more intuitive and efficient.

  2. Visual & Interaction Design:

    • Brand-Consistent Aesthetics: Designed a sleek and sophisticated interface that aligned with Chase's branding, utilizing high-quality visuals and a refined color palette. The design emphasized clarity, with easily navigable menus and prominent call-to-action buttons.

  3. Personalization Features:

    • Customized Rewards Experience: Integrated personalization features that tailored rewards suggestions based on user preferences and past behaviors. This approach not only made the experience more relevant for users but also increased engagement with the program.

  4. Responsive & Accessible Design:

    • Cross-Device Functionality: Ensured the platform was fully responsive, providing a consistent and accessible experience across all devices. The mobile-optimized design led to a significant increase in user engagement on mobile platforms.



Impact and Metrics

Lobby4Me significantly reduced the time required to contact representatives. On average, users were able to complete the process in under five minutes, compared to the previous average of thirty minutes. This efficiency led to a twenty percent increase in user engagement with the platform.

Client Feedback

Users praised Lobby4Me for its simplicity and effectiveness. One userm TAYLOR F. noted, "Lobby4Me has made it so much easier for me to voice my concerns to my representatives. I no longer feel overwhelmed by the process."



Collaborative Efforts

Working closely with the development and strategy teams at Noise, we successfully delivered a product that not only met business objectives but also delighted users. The collaboration ensured that the design was not only visually stunning but also highly functional and aligned with user needs.

Conclusion

The Chase Passport Rewards program redesign at Noise showcased the impact of effective UX design in transforming a user experience. By focusing on user research, personalization, and cross-platform consistency, the project achieved significant improvements in user satisfaction and engagement, reinforcing Chase’s commitment to providing premium experiences for its customers.