Defining Chase’s merchant services experience

Despite being a leader in payment technology, Chase didn't have a single digital source of product information for its merchant services team. We took thousands of pages of information, scattered across PDFs and out-of-date websites, and created a cloud-based product catalogue and interactive experience lab at their headquarters in Plano, Texas.

Turning the digital experience into a physical demo

We took our content framework, user journey, and design system and created an interactive lab at Chase’s new Texas headquarters. The space was separated by vertical (like the digital experience) and featured payment tech merchants could try in person.

  • When I came onto this project it was in crisis. It had been through several teams and hadn’t moved beyond concept presentations. It had a couple unique challenges that perfectly suited my experience. The full scope of the project spanned concept development, content strategy, product design, industrial design, and spatial planning. All of which needed to happen simultaneously.

    I managed teams across design, XD, production, and fabrication over three months to get a concept approved, executed, and installed. It was an extremely rapid turn and meant I not only had to lead but get my hands dirty. I created motion mockups for our developers and rendered the physical space in 3D so we could define specs for our fabricators and adjust in real time. I also leveraged my knowledge of ADA requirements to ensure the physical space was accessible. My knowledge of the larger Chase brand aided content production as we were able to leverage some existing assets to help stay on budget.

    At the end we had not only a digital product that was built to scale for the future, but a physical space that was built to be modular, allowing clients to add new verticals, products, and transport for trade shows.

  • Design
    Jenny Clark | Louise Dreier | Jeremy Zerbe | Claire Jardin

    Account
    Emmalee Branch | Joe Misiewicz

    Production
    Bo Djogo | Colin Neff

    Dev & Fabrication
    Second Child | Wild | Bednark