Goal
Emergency Help Page for Covid-19
Covid-19 hit and many branches closed overwhelming call centers. The government partnered with banks to develop a payment assistant program to help small businesses get loans. We had to build an online platform to deliver these services fast when New York was in a crisis.
Can you turn your Security Hub into an Emergency help hub?
And do it in a week?
Discover
Scale a solution with a content management system
We were working with customer call centers and business segments across Chase. With hundreds of projects on a list of how to help customers in a state of emergency; we needed a system that we can build new communication features decoupling content from builds. I proposed we needed a platform or content management system.
Content Strategy was a key factor
We decided on what most important information had to be shared as an MVP and had a lot of conversations about doing right by our customers in need. Content strategy was key to getting this out in a short time. It helped us create a governance of making sure only actionable, helpful content is being shared on this COVID-19 support hub.
Research
Design
Results
Chase #1 customer satisfaction in 2020
#1 in JD Power Natioanl Online banking survey, in which Security Center is represented as best-in-class. #2 in Business Insider’s Security & Reliability assessment. Earned #3 in Reputation, Feature Breadth, and Ease of Use.
- Global Banking Magazine called out COVID-19 Support as best-in-class
- 16 days from ideation to deliver. 20+ updates over 2 months.
- Pivoted Security Center Hub for Pandemic Hub and delivered both within timeline goal.
- Improved CSAT 2%, Held CSAT steady during COVID.
- 1.5M Web unique users, 210K Mobile unique users & Payment assistance 398K unique users
