Strategy decks get debated. Working prototypes get funded.

To make "commerce beyond the app" tangible at JPMorgan Chase, I prototyped a smart TV shopping experience: pause a show, shop the look, book the trip you're watching with points. I demoed it live to executives. It turned an abstract cross-channel debate into a concrete decision.

Role

Sr. UX Designer

Timeline

2020 – 2024

Scope

Concept design, TV interaction model, working prototype, executive demo

Outcome

Accelerated executive buy-in

The brief

The strategy team had a thesis: a bank that owns the payment credential and the rewards balance could meet customers in new channels, starting with the largest screen in the house. The thesis kept stalling in review because nobody could picture it. My brief was to make it impossible not to picture.

Designing for the 10-foot experience

TV is a hostile surface for commerce: no keyboard, a five-button remote, and an audience that is actively trying to relax. The interaction model was built around three rules:

Commerce only on pause. Shopping never interrupts playback; it lives in the pause state, where attention is already broken.
D-pad only. Every action reachable with arrows, OK, and back. If a flow needed text entry, it was wrong.
The phone finishes the job. The TV is for discovery and intent; checkout, addresses, and anything personal hands off to the customer's phone, where the card on file and biometrics already live.

Smart TV mockup: a paused drama with numbered hotspots on outfits and a shop-this-scene panel with product cards and a QR handoff to phone checkout — Shop the look: pause a scene, browse identified items with the D-pad, and hand checkout to the phone via QR, where the card on file does the rest.

From outfits to itineraries

The second scenario stretched the same model to travel: watching a documentary set on the Portuguese coast, a customer can pull up a bookable itinerary, flights and hotel priced in rewards points against their live balance, hold it from the couch, and finish on their phone. It demonstrated that the pattern wasn't a shopping gimmick; it was a channel strategy that worked anywhere the bank's credentials and points could follow the customer's attention.

Smart TV mockup: a paused travel documentary with a bookable itinerary overlay showing flights and a hotel priced in rewards points — Travel, points-funded: the documentary becomes a bookable itinerary against the customer's live rewards balance.

Why a prototype and not a deck: executives had seen the strategy slides twice and deferred twice. Watching a remote control add a coat to a cart, and a phone buzz with the synced cart, collapsed a quarter of abstract debate into a single demo. The questions changed from "why would we do this?" to "what would it take?"

Outcome

1 demomoved cross-channel commerce from debated thesis to sponsored exploration

2 scenariosretail and travel, proving the interaction model generalized

10-ftinteraction patterns documented for future TV and ambient-device work

These mockups are recreations made for this portfolio. Content, data, and visual details have been altered to honor confidentiality; the interaction model is representative of the prototype.