Chase QuickDeposit gives business users the gift of scanning checks with their phone or check scanners without having to go to a branch or an ATM. Payments are automatically deposited into payees’ checking accounts.

If business owners want to enroll their business for QuickDeposit, they have to answer a product due diligence questionnaire. This is standard screening for money laundering and fraud.

PARTNERS:

• QuickPay product owners

• Small Business Banking product team

• Business Banking Vendor manager

• Designer

• Researcher

• BSA + scrum team

• Legal

CHALLENGE:

The form reveals questions after the user gives answers to the first three items. If they don’t answer correctly, it'll result in a hard stop. This way, the user focuses on the initial first questions instead of overwhelming them with an entire list of questions that might not even be applicable to them at all.

The true blocker to this project didn’t lie within the actual redesign. Product took issue with my copy edits and revisions. I had changed “cross border” to “international,” as our check scanners can work in other countries that aren’t touching American borders. But more significantly, a mass shooting in El Paso had just occurred while I was working on this project. The domestic terrorist had posted an anti-Mexican manifesto online, so it was undeniably a hate crime. As an advocate for all our customers, especially our underrepresented customers, I’m sensitive to colloquial nuances. “Border” has undeniably become a heavily loaded word in recent years.

Publishing a racially-loaded term literally days after an anti-Mexican mass shooting is not only tone deaf, but terrible optics for a bank that’s already notorious for countless discrimination and class action lawsuits. Additionally, using “international” makes contextual sense. For example, a business owner visiting Vietnam can still use a check scanner.

RESULTS:

A streamlined and easy-to-follow questionnaire with a clear journey points. The form reveals questions after the user gives answers to the first three items. If they don’t answer correctly, it'll result in a hard stop. This way, the user focuses on the initial first questions instead of overwhelming them with the entire list with questions that might not even apply to their business(es) at all.

• The business owners select the U.S. states and/or territories where they’ll use check scanners.

• They choose at least one reason for business deposit fluctuations, and the form expands so they can write a small description.

• There are clarifying tooltips, with real world examples that pertain to each question.

• The “Next” button is disabled if open-ended business deposit fluctuations aren’t answered.

BUSINESS RESULTS:

QuickDeposit had 58.1k active users and 795k transactions, with $16.5b in volume in 2019. The QuickDeposit product due diligence questionnaire was a win. It soft launched in late October 2019 with a 20% increase in enrollment. Customer complaints for onboarding, a previous sore spot for the product owner, had reduced by 45%.

DESKTOP USER FLOW: