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Client Onboarding Platform

Client Onboarding Platform

Leading the design process for a client onboarding and task management system used by JPMorgan's largest clients to open and customize new banking accounts.

Leading the design process for a client onboarding and task management system used by JPMorgan's largest clients to open and customize new banking accounts.

Company

JPMorgan

Role

Lead UX Designer

Duration

6 Months

Stakeholders

Product, Tech, Operations

Platforms

Figma, Lucidchart

OVERVIEW

OVERVIEW

OVERVIEW

Navigator is an internal case management platform used by 5,000 J.P. Morgan employees to track, manage, and resolve over 650,000 client inquiries annually.

Navigator is an internal case management platform used by 5,000 J.P. Morgan employees to track, manage, and resolve over 650,000 client inquiries annually.

Navigator is an internal case management platform used by 5,000 J.P. Morgan employees to track, manage, and resolve over 650,000 client inquiries annually.

The Problem

The legacy onboarding system was fragmented, slow, and difficult to use, forcing employees to jump between platforms and manage months-long case cycles. It couldn’t scale to support rising request volumes, leading to inefficiency and high cognitive load.

The Problem

The legacy onboarding system was fragmented, slow, and difficult to use, forcing employees to jump between platforms and manage months-long case cycles. It couldn’t scale to support rising request volumes, leading to inefficiency and high cognitive load.

The Problem

The legacy onboarding system was fragmented, slow, and difficult to use, forcing employees to jump between platforms and manage months-long case cycles. It couldn’t scale to support rising request volumes, leading to inefficiency and high cognitive load.

The Solution

We created a unified "front door" platform that replaces multiple legacy tools with one intuitive, centralized workflow. Automation, smart forms, and guided processes significantly reduce manual work and accelerate onboarding from months to hours.

The Solution

We created a unified "front door" platform that replaces multiple legacy tools with one intuitive, centralized workflow. Automation, smart forms, and guided processes significantly reduce manual work and accelerate onboarding from months to hours.

The Solution

We created a unified "front door" platform that replaces multiple legacy tools with one intuitive, centralized workflow. Automation, smart forms, and guided processes significantly reduce manual work and accelerate onboarding from months to hours.

Legacy platform Treasury Service Deal Manager (TSDM)

Legacy platform Treasury Service Deal Manager (TSDM)

Legacy platform Treasury Service Deal Manager (TSDM)

RESEARCH & TESTING

RESEARCH & TESTING

RESEARCH & TESTING

To inform the new designs, we interviewed and shadowed users, ran stakeholder workshops, and established a continuous feedback loop to validate decisions and uncover opportunities for improvement.

To inform the new designs, we interviewed and shadowed users, ran stakeholder workshops, and established a continuous feedback loop to validate decisions and uncover opportunities for improvement.

To inform the new designs, we interviewed and shadowed users, ran stakeholder workshops, and established a continuous feedback loop to validate decisions and uncover opportunities for improvement.

User Sessions

Conducted user interviews and shadowing to understand real workflows, pain points, and mental models.

User Sessions

Conducted user interviews and shadowing to understand real workflows, pain points, and mental models.

User Sessions

Conducted user interviews and shadowing to understand real workflows, pain points, and mental models.

Organization

Mapped team processes to uncover redundancies, common errors, and opportunities for automation.

Organization

Mapped team processes to uncover redundancies, common errors, and opportunities for automation.

Organization

Mapped team processes to uncover redundancies, common errors, and opportunities for automation.

Synthesizing

Translated findings into opportunity areas that shaped early concepts and requirements.

Synthesizing

Translated findings into opportunity areas that shaped early concepts and requirements.

Synthesizing

Translated findings into opportunity areas that shaped early concepts and requirements.

Usability Testing

We conducted 1:1 usability testing with five participants, consistent with Nielsen Norman Group guidance for qualitative research. Participants included both new and experienced employees. Users completed five realistic scenarios in a test environment while thinking out loud. To maintain realism, we did not provide guidance or answer questions during tasks. All participants successfully completed every scenario, and all rated the new experience as “better” or “significantly better” than the existing system.

Usability Testing

We conducted 1:1 usability testing with five participants, consistent with Nielsen Norman Group guidance for qualitative research. Participants included both new and experienced employees. Users completed five realistic scenarios in a test environment while thinking out loud. To maintain realism, we did not provide guidance or answer questions during tasks. All participants successfully completed every scenario, and all rated the new experience as “better” or “significantly better” than the existing system.

Usability Testing

We conducted 1:1 usability testing with five participants, consistent with Nielsen Norman Group guidance for qualitative research. Participants included both new and experienced employees. Users completed five realistic scenarios in a test environment while thinking out loud. To maintain realism, we did not provide guidance or answer questions during tasks. All participants successfully completed every scenario, and all rated the new experience as “better” or “significantly better” than the existing system.

92/100

UX score

92/100

UX score

92/100

UX score

25

scenarios tested

25

scenarios tested

25

scenarios tested

19

enhancement opportunities

19

enhancement opportunities

19

enhancement opportunities

5

user testing sessions

5

user testing sessions

5

user testing sessions

Insights, Metrics, and Prioritization

We collected qualitative feedback alongside quantitative ratings for ease of use, fit to user needs, and comparison to the current system. Overall usability was measured using the System Usability Scale (SUS), producing a 92/100 UX score. Across sessions, we identified 19 enhancement opportunities expected to increase adoption. Feedback was prioritized using a decision tree that weighed frequency, impact, and persistence, ensuring focus on the highest-impact improvements.

Insights, Metrics, and Prioritization

We collected qualitative feedback alongside quantitative ratings for ease of use, fit to user needs, and comparison to the current system. Overall usability was measured using the System Usability Scale (SUS), producing a 92/100 UX score. Across sessions, we identified 19 enhancement opportunities expected to increase adoption. Feedback was prioritized using a decision tree that weighed frequency, impact, and persistence, ensuring focus on the highest-impact improvements.

Insights, Metrics, and Prioritization

We collected qualitative feedback alongside quantitative ratings for ease of use, fit to user needs, and comparison to the current system. Overall usability was measured using the System Usability Scale (SUS), producing a 92/100 UX score. Across sessions, we identified 19 enhancement opportunities expected to increase adoption. Feedback was prioritized using a decision tree that weighed frequency, impact, and persistence, ensuring focus on the highest-impact improvements.

Prioritization decision tree

Prioritization decision tree

Prioritization decision tree

SOLUTIONS

SOLUTIONS

SOLUTIONS

The newly designed system streamlines a once fragmented and manual workflow into a fast, automated, and intuitive process featuring tools to reduce risk and deliver a sub-24 hour turnaround time.

The newly designed system streamlines a once fragmented and manual workflow into a fast, automated, and intuitive process featuring tools to reduce risk and deliver a sub-24 hour turnaround time.

The newly designed system streamlines a once fragmented and manual workflow into a fast, automated, and intuitive process featuring tools to reduce risk and deliver a sub-24 hour turnaround time.

"It looks a lot cleaner, less overwhelming. If you make a mistake, it doesn't seem like you have to start over. Not so frustrating."

-Client Service User

"It looks a lot cleaner, less overwhelming. If you make a mistake, it doesn't seem like you have to start over. Not so frustrating."

-Client Service User

"It looks a lot cleaner, less overwhelming. If you make a mistake, it doesn't seem like you have to start over. Not so frustrating."

-Client Service User

"This is nice. Having all the products in front of you. You don't have to do all these separate PLI's... I like the summary of what you selected. It looks clean. It looks crisp."

-Client Service User

"This is nice. Having all the products in front of you. You don't have to do all these separate PLI's... I like the summary of what you selected. It looks clean. It looks crisp."

-Client Service User

"This is nice. Having all the products in front of you. You don't have to do all these separate PLI's... I like the summary of what you selected. It looks clean. It looks crisp."

-Client Service User

"It's much clearer. More intuitive. This is a stark contrast to Deal Manager."

-Client Service User

"It's much clearer. More intuitive. This is a stark contrast to Deal Manager."

-Client Service User

"It's much clearer. More intuitive. This is a stark contrast to Deal Manager."

-Client Service User

Centralized Entry Point

Unified platform for creating, managing, and tracking requests

Centralized Entry Point

Unified platform for creating, managing, and tracking requests

Centralized Entry Point

Unified platform for creating, managing, and tracking requests

Smart Forms

Reduces manual input by reusing existing client data

Smart Forms

Reduces manual input by reusing existing client data

Smart Forms

Reduces manual input by reusing existing client data

Automated Document Management

Research and document packaging handled automatically directly in Navigator

Automated Document Management

Research and document packaging handled automatically directly in Navigator

Automated Document Management

Research and document packaging handled automatically directly in Navigator

Straight Through Processing

Intelligent workflows and automated intake accelerate case turnaround to under 24 hours

Straight Through Processing

Intelligent workflows and automated intake accelerate case turnaround to under 24 hours

Straight Through Processing

Intelligent workflows and automated intake accelerate case turnaround to under 24 hours

Adaptive Workflow

Shortens onboarding time and supports new employees through complex processes

Adaptive Workflow

Shortens onboarding time and supports new employees through complex processes

Adaptive Workflow

Shortens onboarding time and supports new employees through complex processes

Streamlined UX

A simplified, intuitive interface increases overall efficiency and user satisfaction

Streamlined UX

A simplified, intuitive interface increases overall efficiency and user satisfaction

Streamlined UX

A simplified, intuitive interface increases overall efficiency and user satisfaction

Product selection process is where users add products to a specific entity setup

Product selection process is where users add products to a specific entity setup

Product selection process is where users add products to a specific entity setup

Account setup page shows all of the entities, accounts, and products

Account setup page shows all of the entities, accounts, and products

Account setup page shows all of the entities, accounts, and products

Account-Product Matrix (APM) gives an overview of everything being set up

Account-Product Matrix (APM) gives an overview of everything being set up

Account-Product Matrix (APM) gives an overview of everything being set up

New designs accomodate both light and dark mode

New designs accomodate both light and dark mode

New designs accomodate both light and dark mode

AUTOMATION

AUTOMATION

AUTOMATION

In parallel with MVP delivery, I showcased how automation can turn manual processes into pre-filled, maker-checker workflows, reshaping the client and user experience.

In parallel with MVP delivery, I showcased how automation can turn manual processes into pre-filled, maker-checker workflows, reshaping the client and user experience.

In parallel with MVP delivery, I showcased how automation can turn manual processes into pre-filled, maker-checker workflows, reshaping the client and user experience.

Email-Initiated Intake

Case Management Intake Engine parses incoming emails, attachments, and client history to auto-generate structured requests

Email-Initiated Intake

Case Management Intake Engine parses incoming emails, attachments, and client history to auto-generate structured requests

Email-Initiated Intake

Case Management Intake Engine parses incoming emails, attachments, and client history to auto-generate structured requests

Smart Forms and Data Pre-Population

Pre-fills product features, KYC, tax, and other data, to reduce repetitive entry

Smart Forms and Data Pre-Population

Pre-fills product features, KYC, tax, and other data, to reduce repetitive entry

Smart Forms and Data Pre-Population

Pre-fills product features, KYC, tax, and other data, to reduce repetitive entry

Automated Communication

Sends personalized confirmations, updates, and alerts directly to clients

Automated Communication

Sends personalized confirmations, updates, and alerts directly to clients

Automated Communication

Sends personalized confirmations, updates, and alerts directly to clients

REFLECTIONS

REFLECTIONS

REFLECTIONS

I learned that proactive, early, and consistent stakeholder engagement is critical for building alignment and trust, particularly in complex, highly regulated environments. I developed a deeper understanding of how to balance the needs of diverse users at scale while maintaining strict compliance, and how thoughtful design can simplify complex workflows. I also gained an appreciation for holistic thinking, enabling the integration of multiple legacy systems (across both front-end and back-end) into a unified platform.

I learned that proactive, early, and consistent stakeholder engagement is critical for building alignment and trust, particularly in complex, highly regulated environments. I developed a deeper understanding of how to balance the needs of diverse users at scale while maintaining strict compliance, and how thoughtful design can simplify complex workflows. I also gained an appreciation for holistic thinking, enabling the integration of multiple legacy systems (across both front-end and back-end) into a unified platform.

I learned that proactive, early, and consistent stakeholder engagement is critical for building alignment and trust, particularly in complex, highly regulated environments. I developed a deeper understanding of how to balance the needs of diverse users at scale while maintaining strict compliance, and how thoughtful design can simplify complex workflows. I also gained an appreciation for holistic thinking, enabling the integration of multiple legacy systems (across both front-end and back-end) into a unified platform.

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Zach Friedman (2026)

Resume

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LinkedIn

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Email

Zach Friedman (2026)

Resume

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LinkedIn

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Email

Zach Friedman (2026)