Travel benefits, enhancing customer awareness of new credits and benefits
Role
Senior Designer
Platform
Native + Web
Duration
3 months
Type
0-1 Feature
AI-feature enhancement update coming soon .π₯β ββ‘
Background
Chase Sapphire Reserve conducted a benefits refresh mid-2025. This included new statement credits-cash reimbursed on relevant bookings. The business wanted to elevate these refreshed benefits in the travel portal, since there was no mention of credits or benefits.
News coverage of the refresh:
Chase Media Center
CNBC
The Points Guy
Outcome
We built a new travel benefits experience customers could access while booking.
June 2025: Launched to 100% of new Reserve customers including Sapphire Reserve, JPMorgan Reserve, and Sapphire for Business. Supported $7.5mil in sales during week 8 post-launch.
October 2025: Scheduled launch for 100% of existing Reserve customers (2.7mil customers).
Accessing statement credits
Exploring travel benefits
Our initial goal was to show customers how many statement credits they have.
I first proposed directions centered around the initial goal. Then, I had discussions with the research team to gain insight to how customers perceive their credits and benefits, both new and current. This revealed a bigger issueβ¦
Customers lacked awareness of many valuable travel benefits.
Research showed customers didn't know about many high-value benefits, including their credits. To address this problem, I proposed surfacing all travel benefits on the platform.
Initial statement credit placement options
We expanded the goal to: create a travel benefits experience.
Stakeholders aligned to the new scope and we pivoted to a holistic benefits experience.
I led design for this new goal, aligning 6 cross-functional teams, managing design trade-offs, conducting usability testing, and ensuring the solution stayed user-centered and consistent across the Chase ecosystem.
Result
We launched a travel benefits experience that was:
Dynamic: showed real-time statement credits and renewal dates
Comprehensive: highlighted all travel benefits through an existing API
Scalable: laid a foundation for new features and changing requirements
Consistent: applied Chase patterns to different design systems (native vs web)
Metrics from June 2025 release (new Reserve customers) and October 2025 release (existing Reserve customers) to come.
Next steps
With all initial releases, it doesn't end here. We will scale a new credit requirement and add highlighted benefits, promos, and offers into the flow, iterate based on initial data, and eventually launch to other cardholders.
An update to this project is coming soon. This will include how an AI-powered summarization and recommendation feature will help customers maximize the value of their card benefits.
