Making the migration of 800,000+ customers easier

In 2023 JPMorgan Chase acquired First Republic Bank. For the 800,000+ customers on the other side of that deal, it meant one thing, their bank was changing whether they wanted it to or not. Communications had already gone out by the time I joined, letting customers know the timeline. My job was to make sure that when the moment came, it felt as clear and calm as possible.

The complexity ran deeper than it looked on the surface. JPMC operates in siloed organizations, consumer banking, business banking, lending, investments, each with their own teams and processes. But customers don't live in silos. 58% of corporate customers had both business and consumer accounts. 18% of consumer customers had business accounts too. Designing a unified experience across a fragmented internal structure was the core challenge.

I designed across four products simultaneously, the First Republic mobile app, the First Republic website, the Chase mobile app, and the Chase website, each serving a different moment in the migration journey.

On the FRB side the priority was transparency. Customers needed to know exactly what was happening to each of their accounts, when it was happening, and what the new account numbers would be. The migration tracker I designed showed every account type on a single timeline, upcoming transfers, completed transfers, and ongoing ones, with specific dates and the mapping from old FRB account numbers to new Chase ones. For a customer worried about their mortgage or their business line of credit, seeing “Closed at First Republic: 23467894 → New at Chase: 23467894” on a specific date is the difference between anxiety and confidence.

On the Chase side the work was about welcoming incoming customers before they fully arrived. Messaging banners, alerts, and emails guided FRB customers through how to set up Chase accounts and track their transfers manually before the migration forced the switch.

The goal throughout was to limit the number of separate onboarding experiences a customer had to go through. A customer with a personal checking account, a mortgage, and a business line of credit shouldn't have to navigate three separate migration flows. For most consumer customers we were able to achieve that. Corporate customers with accounts across multiple business entities were harder to fully consolidate, the internal org structure made that a longer solve.

The migration also needed visibility at the leadership level. I designed and built a working Figma prototype of an executive dashboard for JPMC stakeholders and the retained FRB leadership team overseeing the transition. It tracked logins and account setups, transfer completion percentages, accounts still outstanding, and performance metrics across the full migration. I worked directly with the front-end engineering team to make sure the CSS implementation matched the design intent, not just handing off files but staying in the build until it was right.