Agentic AI

Purpose

Chase currently offers a chatbot within its banking app that responds to customer inquiries. This project aims to evolve that functionality by leveraging AI to develop a more agentic experience—one that actively assists users by drawing on a rich set of customer data and Chase’s diverse content. The goal is to deepen the understanding of customer needs and proactively help them complete tasks. It also enables users to easily manage past conversations and integrates these interactions with their banking activities, ultimately enriching not just their financial management but also their daily lives.

Roll & Challenges

As the design lead for this project, I was responsible for deeply understanding the product vision and translating it into a design direction that aligned with Chase’s brand identity. My goal was to convey a sense of sophistication and trust—core values of the Chase brand—while also introducing a premium and intelligent experience that reflects the capabilities of Agentic AI. I developed a design strategy that balanced reliability with innovation, ensuring that customers felt both secure and empowered by this next-generation service, and applied this vision consistently across the product experience.

Project Vision

We envisioned a smarter, always-on Chase experience—powered by AI agents that anticipate user needs and act seamlessly on their behalf. Through ambient, multimodal, and contextual interactions, Chase empowers users to reach their financial goals with clarity, confidence, and a true sense of partnership.

Key Goals

• Deliver a personalized, intelligent system that evolves with each user
• Eliminate friction in financial decision-making through proactive guidance
• Build trust through transparency, consistency, and human-centered design
• Support multi-modal interaction (visual, conversational, predictive)
• Reflect the Chase North Star aesthetic through elevated data visualization and design tokenization
  
  

Operating Principles

To realize our Agentic AI vision, we defined key operating principles to ensure a seamless and proactive customer experience aligned with JPMC’s CX standards.

1. Multi-modal interaction

Users can fluidly switch between voice and touch interfaces, based on their context.

2. Proactive intelligence

AI agents handle tasks, learn from user behavior, and act ahead of time to reduce effort and support financial goals.

3. Always-on, ambient support

Agents continuously work in the background, remembering preferences and offering timely assistance.

Design Principles

Creating a trustworthy, seamless, and intelligent user experience through design

1. Multi-modal interaction

Support voice, text, and other engagement methods based on user context and preference. Enabling flexible and natural interaction pathways.

2. Seamless Continuity

Allow conversations to span across time with smooth transitions and context memory. Building persistent, cohesive experiences.

3. Trust & Reliability

Build confidence through consistent, accurate responses. Delivering dependable service aligned with Chase’s brand of trust.

4. Proactive Intelligence

Anticipate user needs with ambient and context-aware support. Delivering meaningful guidance before users even ask.

Chase's Visual Philosophy: Premium by Design

At Chase, our design philosophy centers on delivering premium services to premium customers. This design direction explores a concept where Chase Advisors provide a high-touch, personalized experience through direct, elevated assistance—blending trust, sophistication, and service excellence into every interaction.


Rather than relying on uniform text sizes and colors for information delivery, I used display typography and gold accents to draw attention to key messages, creating a sense of hierarchy and focus. To help users better understand complex financial and lifestyle data, I designed custom data visualizations that simplified information at a glance.





I also developed a consistent card-based layout system to present various options and insights in a digestible, visually appealing format. Lastly, by incorporating dynamic visual responses for both voice and text-based queries, I enhanced the overall user experience with a more engaging, responsive interaction model.