J.P. Morgan

Scaling UX Research

OVERVIEW

BACKGROUND

I joined J.P. Morgan’s Wholesale Payments organization as the first UX Researcher hire. While working to execute UX Research projects, I also dedicated bandwidth to maturing the practice across the entire department.

OPPORTUNITY

In order to build human-centered products and services at scale, it was clear that we needed a robust, systematic UX Research program that could deliver findings to empower product teams to make informed, human-centered decisions.

ROLE

With feedback and support from the Head of UX Research and Head of Wholesale Payments UX, I established processes, training, and templates to grow the UX Research program within Wholesale Payments.

Building a research practice from the ground up in a new space meant doing the hard work of culture change. Building trust with product leadership established a foundation for scaling UX Research. From there, we could implement repeatable processes, templates, and training to move from in-lab usability testing (with insights taking about 3 months) to heuristic evaluations (with insights collected in just 3 days).

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