Case Study

Designing Simplicity in Complex
Systems : JP Morgan & Chase

My lessons from designing enterprise onboarding (AI-assisted) products

“Client onboarding is technically a network of KYC, Identity verification, documents, joint-account scenarios, agreements, exceptions and operational workflows.

My approach was to make that complexity – understandable without exposing all of it to the user (as well as the banker).”

The complexity behind a simple journey:

Digital onboarding can look deceptively straightforward. A client needs to provide information, verify their identity, submit documents and complete the necessary agreements. Behind that journey, however, are processes involving KYC, identity verification, document collection, joint-account scenarios and agreement signing. Different scenarios create different paths. Different paths create different requirements. And when something doesn't match, someone has to figure out what went wrong.

This is where I found the real design challenge. It wasn't about designing another screen. It was
about designing an experience that could make a complicated system feel coherent.

My Approach:

  • I believe good design starts with understanding what happens in a person’s head before deciding what should happen on the screen.

    I studied user behaviour through market research, user interviews, focus groups, competitor analysis and platform usage patterns. The goal was to uncover the motivations, needs, pain points and behaviours behind the actions.

  • The next step was turning those insights into experiences that connect what people need with what the product can actually deliver.

    I focused on translating behavioural insights into clearer journeys, simpler interactions and decisions that feel natural to the user.

Copyrights with JP Morgan Chase, where I served as the lead designer for the IPB client onboarding initiative. The case study demonstrates my ability to solve complex business problems through user-centered design thinking.