Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Status & Year
Launched (2025-26)
Status
Launched (2025-26)
Status & Year
Launched (2025-26)
Company
JP Morgan
Company
JP Morgan
Disclaimer
This project is based on real-world experience in a regulated enterprise environment. Sensitive data, system identifiers, and workflows have been modified to maintain confidentiality.
Problem Statement & Challenges
Commercial banking clients relied on fragmented payment workflows, delayed issue resolution, and disconnected operational systems while handling high-value transactions. Operational teams separately investigated payment issues across multiple internal tools, increasing manual effort and slowing response time.
The opportunity was to design a connected mobile-first ecosystem that simplifies payment operations while directly integrating issue reporting and operational workflows into one experience.
Business Context
JP Morgan Commercial Banking supports treasury, payments, and cash management operations for enterprise and corporate clients across global payment systems. Primary users included treasury managers, finance teams, and business operators responsible for vendor payments, payroll operations, settlements, transaction monitoring, and operational escalations.
Many users managed 50–500+ daily transactions while relying on multiple disconnected systems to gather payment context and investigate issues.
Problem
Commercial banking clients relied on fragmented payment workflows and delayed issue resolution during high-value transactions.
Users frequently switched between portals to validate transactions, track operational status, and report issues, resulting in operational delays, repetitive manual effort, and payment errors during time-sensitive workflows.
Challenge
The challenge was to design a mobile-first payment experience that directly connects client workflows with operational systems while maintaining enterprise-grade compliance, security, and workflow familiarity. The solution also needed to improve operational speed without introducing additional technical complexity or disrupting existing internal processes.
My Contribution
Led end-to-end product design across discovery, workflow mapping, prototyping, testing, and delivery hand-off.
Partnered closely with product, research, engineering, operations, and business stakeholders to identify operational gaps, define workflows, prioritize trade-offs, validate high-frequency actions, and support implementation across the product lifecycle.
Design
1 Member
Design
1 Member
Product
2 Member
Product
2 Member
Engg+Data+Ops
3 Member
Engg+Data+Ops
3 Member
Timeline
2 Sprints
Timeline
2 Sprints
Persona, Jobs to be done
16+ one-on-one interviews, survey with 250+ respondent, 150 transaction pattern studied, ~12+ on-field interactions
The primary users were treasury and finance professionals responsible for managing vendor payments, settlements, operational cash flow, transaction monitoring, and approvals.
Secondary users included operations and payment support teams handling investigations, escalation workflows, compliance verification, and issue resolution across payment systems.
Prioritization
The product direction focused on improving operational speed, cash-flow visibility, quick payment actions, and contextual issue reporting instead of expanding the platform with additional workflows.
Potential directions such as subscription services and personalized modules were explored during ideation but de-prioritized because they did not solve the core operational pain points experienced during high-frequency payment activities.
Constraints
The experience needed to integrate with existing enterprise infrastructure while respecting strict compliance, transaction security, and operational performance standards.
The mobile workflow also needed to balance simplicity and operational depth without overwhelming users with excessive financial data or disrupting established workflows already familiar to operations teams.
Our North Star
Need & Want
Users needed real-time operational visibility, faster payment actions, and contextual issue reporting without constantly switching between systems. They wanted a workflow capable of providing guided operational support, transaction clarity, AI-assisted recommendations, and faster issue resolution while maintaining confidence during high-value financial activities.
North Star
The goal was to improve operational efficiency and payment confidence through an integrated AI-assisted commercial banking workflow connected directly with operational systems.
The experience focused on reducing screen switching, improving operational visibility, supporting faster payment actions, and simplifying issue management across high-volume financial workflows.
Key focus: Balancing speed, optimization over information load,balance compliance and protect business data
Field interaction
16 Interviews
Research
16 Interviews
Field interaction
16 Interviews
System logs
US, UK
System logs
US, UK
Sample
150 transactions
Sample
150 transactions
Mapping & Analysis
4 days
Mapping & Analysis
4 days
The final experience introduced a connected commercial banking ecosystem focused on operational clarity and transaction efficiency.
During ideation, we explored variations through design critiques, A/B testing, recommendation accuracy, failure state to prioritize high-frequency operational interactions. Live working sessions and pilot testing across 24 participants helped to validate time-to-complete-payment, drop-off for test scenarios.
The platform combined operational dashboards, quick payment workflows, transaction monitoring, AI-assisted payment guidance, and contextual issue reporting into one connected mobile experience designed for high-frequency enterprise operations.
Design Direction
The experience intentionally balanced operational depth, workflow familiarity, enterprise security, and consumer-grade simplicity. Instead of overwhelming users with heavy financial information, the interface progressively revealed contextual data based on workflow priority and operational intent, helping users focus on decisions rather than system navigation.
AI-Assisted Operations
AI was introduced as operational guidance rather than full automation. The system supported duplicate payment detection, settlement mismatch identification, operational prioritization, and contextual ticket creation to improve operational readiness while maintaining user trust, compliance alignment, and workflow control.
Transaction Support Experience
Issue reporting was directly integrated into transaction workflows to reduce operational friction. Users could report payment problems directly from transaction details without navigating to separate portals or manually collecting references, allowing operations teams to receive complete transaction context instantly for faster investigation and resolution.
Ideate, Test & Measure
150+ payments scenarios were evaluated over a 2 month development period through surveys, feedback sessions, system-log analysis to validate impact & adoption.
150+ payments scenarios were evaluated over a 2 month development period through surveys, feedback sessions, system-log analysis to validate impact & adoption.
Validation & Testing
During ideation, multiple workflow directions were explored through design critiques, pilot testing, A/B validation, and operational simulations.
Impact
The project increased projected mobile payment adoption to 78% from below 35% while reducing ticket reopening rates from 48% to 30%.
Average issue resolution time improved from 6+ minutes to nearly 2 minutes, while payment drop-off reduced by 7%.
The solution also improved operational confidence, reduced recurring manual effort, and strengthened collaboration between commercial clients and payment operations teams.
Operations teams particularly valued how tickets automatically carried payment references and workflow details directly into support systems.
Operations teams particularly valued how tickets automatically carried payment references and workflow details directly into support systems.
Stakeholder Feedback
The contextual issue reporting experience significantly improved operational workflows for treasury and payments teams by reducing repetitive back-and-forth communication and improving investigation speed through connected transaction context.
Key Learnings
This project reinforced the importance of balancing transaction speed, operational visibility, enterprise compliance, and user confidence within high-stakes financial environments.
It strengthened my approach toward designing enterprise mobile products by proving that connected workflows and contextual guidance create significantly more operational value than simply adding more features.
Impact
~78% adoption rate
Impact
~78% adoption rate
Impact
<30% reopen rate
Impact
<30% reopen rate
Impact
~2 mins closure time
Impact
~2 mins closure time
Impact
<7% drop-off
Impact
<7% drop-off
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Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Commercial Banking Payment App
Designed for commercial and SMB clients managing high-volume payments. Connected operational support reduced issue resolution time from 6+ mins to 2 mins and drove 78% projected mobile adoption.
Status & Year
Launched (2025-26)
Status
Launched (2025-26)
Status & Year
Launched (2025-26)
Company
JP Morgan
Company
JP Morgan
Disclaimer
This project is based on real-world experience in a regulated enterprise environment. Sensitive data, system identifiers, and workflows have been modified to maintain confidentiality.
Problem Statement & Challenges
Commercial banking clients relied on fragmented payment workflows, delayed issue resolution, and disconnected operational systems while handling high-value transactions. Operational teams separately investigated payment issues across multiple internal tools, increasing manual effort and slowing response time.
The opportunity was to design a connected mobile-first ecosystem that simplifies payment operations while directly integrating issue reporting and operational workflows into one experience.
Business Context
JP Morgan Commercial Banking supports treasury, payments, and cash management operations for enterprise and corporate clients across global payment systems. Primary users included treasury managers, finance teams, and business operators responsible for vendor payments, payroll operations, settlements, transaction monitoring, and operational escalations.
Many users managed 50–500+ daily transactions while relying on multiple disconnected systems to gather payment context and investigate issues.
Problem
Commercial banking clients relied on fragmented payment workflows and delayed issue resolution during high-value transactions.
Users frequently switched between portals to validate transactions, track operational status, and report issues, resulting in operational delays, repetitive manual effort, and payment errors during time-sensitive workflows.
Challenge
The challenge was to design a mobile-first payment experience that directly connects client workflows with operational systems while maintaining enterprise-grade compliance, security, and workflow familiarity. The solution also needed to improve operational speed without introducing additional technical complexity or disrupting existing internal processes.
My Contribution
Led end-to-end product design across discovery, workflow mapping, prototyping, testing, and delivery hand-off.
Partnered closely with product, research, engineering, operations, and business stakeholders to identify operational gaps, define workflows, prioritize trade-offs, validate high-frequency actions, and support implementation across the product lifecycle.
Design
1 Member
Design
1 Member
Product
2 Member
Product
2 Member
Engg+Data+Ops
3 Member
Engg+Data+Ops
3 Member
Timeline
2 Sprints
Timeline
2 Sprints
Persona, Jobs to be done
16+ one-on-one interviews, survey with 250+ respondent, 150 transaction pattern studied, ~12+ on-field interactions
The primary users were treasury and finance professionals responsible for managing vendor payments, settlements, operational cash flow, transaction monitoring, and approvals.
Secondary users included operations and payment support teams handling investigations, escalation workflows, compliance verification, and issue resolution across payment systems.
Prioritization
The product direction focused on improving operational speed, cash-flow visibility, quick payment actions, and contextual issue reporting instead of expanding the platform with additional workflows.
Potential directions such as subscription services and personalized modules were explored during ideation but de-prioritized because they did not solve the core operational pain points experienced during high-frequency payment activities.
Constraints
The experience needed to integrate with existing enterprise infrastructure while respecting strict compliance, transaction security, and operational performance standards.
The mobile workflow also needed to balance simplicity and operational depth without overwhelming users with excessive financial data or disrupting established workflows already familiar to operations teams.
Our North Star
Need & Want
Users needed real-time operational visibility, faster payment actions, and contextual issue reporting without constantly switching between systems. They wanted a workflow capable of providing guided operational support, transaction clarity, AI-assisted recommendations, and faster issue resolution while maintaining confidence during high-value financial activities.
North Star
The goal was to improve operational efficiency and payment confidence through an integrated AI-assisted commercial banking workflow connected directly with operational systems.
The experience focused on reducing screen switching, improving operational visibility, supporting faster payment actions, and simplifying issue management across high-volume financial workflows.
Key focus: Balancing speed, optimization over information load,balance compliance and protect business data
Field interaction
16 Interviews
Research
16 Interviews
Field interaction
16 Interviews
System logs
US, UK
System logs
US, UK
Sample
150 transactions
Sample
150 transactions
Mapping & Analysis
4 days
Mapping & Analysis
4 days
The final experience introduced a connected commercial banking ecosystem focused on operational clarity and transaction efficiency.
During ideation, we explored variations through design critiques, A/B testing, recommendation accuracy, failure state to prioritize high-frequency operational interactions. Live working sessions and pilot testing across 24 participants helped to validate time-to-complete-payment, drop-off for test scenarios.
The platform combined operational dashboards, quick payment workflows, transaction monitoring, AI-assisted payment guidance, and contextual issue reporting into one connected mobile experience designed for high-frequency enterprise operations.
Design Direction
The experience intentionally balanced operational depth, workflow familiarity, enterprise security, and consumer-grade simplicity. Instead of overwhelming users with heavy financial information, the interface progressively revealed contextual data based on workflow priority and operational intent, helping users focus on decisions rather than system navigation.
AI-Assisted Operations
AI was introduced as operational guidance rather than full automation. The system supported duplicate payment detection, settlement mismatch identification, operational prioritization, and contextual ticket creation to improve operational readiness while maintaining user trust, compliance alignment, and workflow control.
Transaction Support Experience
Issue reporting was directly integrated into transaction workflows to reduce operational friction. Users could report payment problems directly from transaction details without navigating to separate portals or manually collecting references, allowing operations teams to receive complete transaction context instantly for faster investigation and resolution.
Ideate, Test & Measure
150+ payments scenarios were evaluated over a 2 month development period through surveys, feedback sessions, system-log analysis to validate impact & adoption.
150+ payments scenarios were evaluated over a 2 month development period through surveys, feedback sessions, system-log analysis to validate impact & adoption.
Validation & Testing
During ideation, multiple workflow directions were explored through design critiques, pilot testing, A/B validation, and operational simulations.
Impact
The project increased projected mobile payment adoption to 78% from below 35% while reducing ticket reopening rates from 48% to 30%.
Average issue resolution time improved from 6+ minutes to nearly 2 minutes, while payment drop-off reduced by 7%.
The solution also improved operational confidence, reduced recurring manual effort, and strengthened collaboration between commercial clients and payment operations teams.
Operations teams particularly valued how tickets automatically carried payment references and workflow details directly into support systems.
Operations teams particularly valued how tickets automatically carried payment references and workflow details directly into support systems.
Stakeholder Feedback
The contextual issue reporting experience significantly improved operational workflows for treasury and payments teams by reducing repetitive back-and-forth communication and improving investigation speed through connected transaction context.
Key Learnings
This project reinforced the importance of balancing transaction speed, operational visibility, enterprise compliance, and user confidence within high-stakes financial environments.
It strengthened my approach toward designing enterprise mobile products by proving that connected workflows and contextual guidance create significantly more operational value than simply adding more features.
Impact
~78% adoption rate
Impact
~78% adoption rate
Impact
<30% reopen rate
Impact
<30% reopen rate
Impact
~2 mins closure time
Impact
~2 mins closure time
Impact
<7% drop-off
Impact