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After working on the Resilience team at JPMorgan Chase, I joined the Collections team in April 2026, designing experiences that help at-risk customers navigate repayment options and specialists manage customer accounts effectively.
🔒 Note: Some details have been removed or abstracted to respect confidentiality. Below is a high-level summary of my recent work. Please contact me if you'd like to learn more.
Duration: ~8 weeks | Role: Product Definition, IA, Interaction Design, Stakeholder alignment
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Customers with charged-off accounts can receive personalized offers to resolve their debt across digital channels and mailed letters. When customers called to discuss an offer they received digitally, specialists had no way to reliably see that same offer. Research with specialists showed that information was fragmented across systems, and specialists relied on manual calculations to piece together the customer's situation and determine what options were available.
I partnered with UX Research, Content, Product, Engineering, Operations, and Legal to explore how the experience could better support specialists during customer conversations. Early on, I explored the problem broadly, incorporating additional areas specialists identified as important during interviews, such as past offers and payment history. As product priorities shifted and the scope narrowed, I reframed the experience around the most immediate need: helping specialists understand a customer’s current options and the communications associated with them.
The final solution gives specialists a reliable view of a customer’s current offers and related communications during servicing calls, giving them the context to better support customers.
Beyond the interface, I helped shape the product direction as the scope evolved. I clarified requirements, uncovered what was essential to the specialist experience, and aligned partners around a path forward. This project reinforced how design can bring clarity to ambiguity.
💬 Partner Feedback: Taylor brought clarity to ambiguous requirements, aligned stakeholders with different perspectives, and grounded her solutions in research and specialist feedback. – Senior Product Manager
Duration: ~2 weeks | Role: Interaction Design, Prototyping, Product Definition
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Auto Collections specialists relied on multiple legacy tools to support customers during a single interaction. As part of a broader effort to bring these disconnected experiences into a more unified servicing platform, I focused on defining how specialists would initiate and manage disputes for customers.
I partnered with the Lead Product Designer, Product Management, and SME's to translate early requirements into an interactive prototype. Rather than trying to perfect the workflow, the goal was to make our assumptions concrete enough to test with specialists before investing in development.
Research changed how we understood the problem. We initially assumed the primary need was efficient dispute submission, but specialists spent much of the customer conversation gathering context and determining whether a dispute was appropriate before taking action.
The prototype surfaced gaps in the requirements early and helped shift the direction toward better support for investigation before submission and more relevant information throughout the process. These findings gave the team a clearer foundation to iterate quickly and shape a solution around how specialists actually worked.
