A lost card is one moment for the customer, and four org charts for the bank.

I helped build a Customer Journey Management program at JPMorgan Chase that unified fraud, production, digital, and contact-center teams around one journey and one scorecard, then redesigned the replacement experience it measured. Replacement time fell 45%.

Role

UX Design Lead, VP

Timeline

2024 – 2025

Scope

Journey program design + end-to-end customer experience

Outcome

↓ 45% replacement time · $8B losses mitigated

The problem

When a customer loses a card, they experience one continuous anxiety: can I still pay for things? Inside the bank, that single moment was split across four organizations. Fraud operations locked the card, card production printed it, digital showed its status, and the contact center absorbed every gap in between. Each team hit its own targets. The customer still waited a week, and "where is my card?" was one of the highest-volume call drivers.

The deeper cost was invisible: every day a customer couldn't spend was revenue that quietly migrated to whatever card was next in their wallet. Annualized across the portfolio, that spend-at-risk reached $8 billion.

Reframing: manage the journey, not the departments

The program's core move was organizational, expressed through design: we mapped the journey as the customer lives it (report, protect, re-enable spend, deliver, restore), assigned a single accountable owner to each stage, and built a shared scorecard where the only metrics that counted were customer-side ones: time to a usable card, spend continuity, calls per replacement.

Journey management dashboard showing shared KPIs, five journey stages with owners, and a declining call-volume trend — The journey scorecard: one view shared by four organizations. The stage view made the bottleneck (print queue) undeniable, and unowned problems impossible.

Redesigning the moment itself

With the journey instrumented, the experience redesign had a clear thesis: separate "protect me" from "let me spend." Locking the old card and issuing a usable number don't need to wait for plastic.

Report in three taps. Plain-language triage, instant lock, and explicit reassurance that recurring payments survive.
Spend again the same day. A digital replacement number is issued immediately, pushed to the wallet, and saved payments are updated in one tap.
Track it like a package. Proactive shipping states with dates and a delivery window, designed deliberately against the call driver data, so the app answers the question before the customer dials.

Three mobile screens: reporting a lost card, receiving an instant digital replacement, and tracking the physical card — The replacement flow: report, instantly re-enable spend, and self-serve tracking that deflects "where is my card?" calls.

What made this work wasn't a screen. It was getting four organizations to agree that "time to usable card" mattered more than their local cycle times, and giving them a shared artifact that made the customer's wait everyone's number.

Outcome

45%reduction in card replacement time

$8Bin spending losses mitigated through spend-continuity design

↓sustained drop in replacement-related call volume after tracking launched

These mockups are recreations made for this portfolio. Data, copy, and visual details have been altered to honor confidentiality; the interaction patterns and outcomes are representative of the shipped work.