Travel benefits, enhancing customer awareness of new credits and benefits
Role
Senior Designer
Platform
Native + Web
Duration
3 months
Type
0-1 Feature
Background
Chase Sapphire Reserve was preparing a benefits refresh in mid-2025. This included new statement credits, which are cash reimbursed to a customer's card on eligible bookings. The business wanted to elevate these refreshed benefits in the travel portal, as previously there was no mention of credits or benefits.
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
Initial goal: 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 issue.
customers Lacked awareness of many valuable travel benefits
Research showed customers didn't know about of their credits as well as other high-value benefits. To address this problem, I proposed surfacing all travel benefits on the platform, not just credits.
Initial statement credit placement options
Expanding the goal: create a travel benefits exeperience
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.
The 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) 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.
