A Unified Digital Wallet Experience
Digital Wallet and Payments Platform • Launched Q3 2019Delivered alongside the Spend Instantly initiative and launched in Q3 2019, this project focused on evolving Chase’s digital wallet experience across Apple Pay, Google Pay, and Samsung Pay. I led the design effort to uncover usability gaps and streamline the end-to-end journey across devices and wallets, ensuring customers could pay securely, confidently, and effortlessly. The resulting experience now enables over 10 million customers worldwide to seamlessly add their Chase cards to their digital wallets.
Role: Lead Product Designer
Stakeholders: Product Owner, Engineering, Cards Team, Content Strategist
Timeline: 3 months
Product Launch Date: Q3 2019
Platform: Mobile (iOS & Android)
The Opportunity
As digital wallets like Apple Pay, Google Pay, and Samsung Pay became central to everyday transactions, with over 60% of mobile payments made through wallets and a 12% increase in digital transactions per customer, Chase saw a clear opportunity to elevate its digital payments experience. While the initial launch delivered secure, convenient payments, usability gaps and inconsistent cross-platform flows introduced friction that limited adoption. Our challenge was to identify these pain points, define high-impact features, and streamline the end-to-end experience so customers could confidently use digital wallets across devices and platforms.
Mapping the Experience With the Team
Initial Design Explorations
As digital wallets were newly introduced across our products, early design explorations focused on educating customers about what digital wallets are, how they work, and where they add the most value, while also identifying the most intuitive entry points for adding cards and completing setup.
During this design exploration, it was important to account for edge cases, error scenarios, and multi-wallet provisioning across devices. I partnered closely with product and engineering to map these critical flows and design platform-specific experiences for both iOS and Android, balancing native patterns with cross-platform consistency. This approach ensured a cohesive, reliable experience while reducing implementation risk and long-term support burden.
Final Designs
For the final design delivery, I designed the end-to-end digital wallet experience, enabling customers to seamlessly add their Chase cards to Apple Pay, Google Pay, and Samsung Pay. Deliverables included both the core happy path and edge-case flows, ensuring users receive clear guidance and actionable next steps even when errors occur. The demo below highlights the primary happy path experience.
You can learn more about Chase’s digital wallet on their official website below.
Launch and Impact (Q3 2019)
The digital wallet feature was launched in Q3 2019 and became a foundational part of Chase’s mobile payments strategy, enabling more than 10 million customers to securely add their cards to Apple Pay, Google Pay, and Samsung Pay. Since launch, the experience showed strong early performance:
+44M
Active Chase mobile users adding their cards to their digital wallet
+60%
Growth in wallet-based transaction volume since launch