PROJECT

Many small and medium-sized business (SMB) merchants struggle with traditional marketing tools that offer unclear pricing, unpredictable costs, and limited visibility into performance. Chase Campaign Manager was designed to solve these challenges by allowing merchants to create and manage cash back offers that seamlessly integrate into the Chase Mobile App, helping them drive sales while only paying for successful redemptions.

This self-service platform enables merchants to set up targeted cash back promotions, campaign monitoring, and optimize offers based on customer engagement, It provides transparent pricing, performance tracking, and access to millions of Chase customers, ensuring businesses can market effectively while maintaining full control over their campaigns.

As the UX Design Lead, I played a crucial role in designing the platform’s user experience, and refining it through usability testing to ensure it was intuitive, accessible, and effective.

Unpredictable marketing costs: Many platforms charge complex or hidden fees, making it hard for merchants to predict their return on investment (ROI).
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Limited tools for customer acquisition: Merchants lacked access to a large, high-value customer base and struggled to attract new customers.

Difficult campaign setup & tracking: Traditional marketing tools were time-consuming, lacked automation, and didn’t offer real-time performance tracking.

No clear ROI estimation tools: Merchants wanted better forecasting and insights to determine their potential Return on Ad Spend (ROAS) before launching campaigns.

For Merchants: Provide an easy-to-use self-service platform where merchants can create, manage, and track their cash back promotions with transparent pricing and measurable results.

For Chase: Strengthen relationships with merchants, increase customer engagement in the Chase Offers program, and drive more transactions through Chase cards.

To design a solution that truly met merchant needs, the team and I conducted:
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– 10+ in-depth user interviews with SMB owners to understand their marketing challenges and pricing concerns.

– Competitive analysis of alternative cash back and loyalty programs to find usability gaps.

Pricing transparency was crucial: Merchants wanted a flat, predictable fee structure instead of unclear marketing costs.

Attributable revenue was a priority: Businesses only wanted to pay when customers redeemed offers, making the performance-based model highly appealing.

Large audience reach was a key motivator: Merchants valued access to millions of Chase cardholders, which provided built-in exposure.

Merchants needed forecasting tools: A Return on Ad Spend (ROAS) calculator would help businesses estimate potential sales and ROI before committing to an offer.

‍– Guided offer creation process: A step-by-step flow made it easy for merchants to launch promotions.

– Flat-fee pricing & redemption-based payments: Ensured full transparency, with no hidden fees.

– Real-time performance dashboard: Allowed merchants to track redemption rates, total revenue generated, and marketing ROI.

– ROAS Calculator: Provided an estimate of sales and ROI based on different campaign settings.

– Customizable campaign setup: Merchants could adjust discount rates, spending thresholds, and campaign durations to fit their unique goals.

I developed low-fidelity wireframes to explore different flows, then iterated on high-fidelity prototypes.
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Concepts: Explored various ways for merchants to input offer details easily.
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Final design for Alpha release: Created an intuitive dashboard that allowed merchants to launch, track, and adjust their promotions seamlessly.

What It Does: A guided setup process allows merchants to launch cash back promotions in minutes.
‍Impact: Estimated reduced offer setup time by up to 35%, making marketing more accessible for SMBs.

What It Does: Merchants pay only when a customer redeems an offer, eliminating uncertainty about marketing costs.
‍Impact: Merchants felt more confident in campaign affordability.

What It Does: Provides clear, visual reporting on offer engagement, redemption rates, and total sales generated.
‍Impact: Helped merchants optimize promotions to increase their ROI.

Transparent pricing builds trust: Merchants preferred predictable costs and only paying for redeemed offers.
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Built-in audience reach is a strong motivator: Access to millions of Chase customers increased merchant adoption.

Forecasting tools empower decision-making: The ROAS calculator reduced hesitation and improved confidence in campaign setup.