Instant Payments
Solving Cash Flow Challenges for Gig Workers with Instant Payment Solutions
MY ROLE
Lead product designer
TIMELINE
September 2018 - January 2019
TEAM
1 Lead product designer
1 Content designer
1 UX researcher
1 Product manager
1 SWE team
Problem
Gig workers, including food delivery drivers, traditionally faced significant cash flow challenges due to weekly payment cycles. This model often left them struggling to meet immediate financial needs.
Idea
As a leader in payment solutions, Chase was well-positioned to swoop in and not only alleviate cash flow challenges for gig workers but also help the business grow by opening new accounts with less friction.
Solution
With the rise of innovative payment solutions, there was an opportunity to transform how these workers access their earnings, ensuring they receive payments instantly when needed.
Eyebrow text to label this content
My Responsibilities
In this Chase - Grubhub partnership, my objective was to collaborate with the Grubhub team to accelerate payment processes for their drivers.
Met with Grubhub teams to capture driver insights, which enabled me to map the end-to-end driver payment journey.
What I learned
Through qualitative research, I confirmed that delivery driving serves as either a primary or secondary income source for participants, revealing that financial anxiety and the need for faster payments were common concerns, which led to prioritizing quicker earnings access for multi-platform gig workers.
Eyebrow text to label this content
Who are we delivering to?
Early designs focused on a mobile web experience and using Grubhub’s sign in info.
Our demographic included Grubhub drivers who were new and existing Chase customers.
For drivers who didnt bank with Chase, I aimed to simplify the onboarding process by utilizing existing data collected by Grubhub.
Construction zone, please slow down
Chase legal and compliance wanted the option of extra verification steps, including re-scanning IDs and re-entering personal information.
This was a “just in case” if there were any red flags during account submission.
How I tweaked it
We see you, we explain why
- Adjusted the design to the prefilled info to show users we “knew” they were coming from Grubhub and this was a personalized the experience.
- Explained why sensitive information was being requested again to build trust.
- This allowed us to do a deeper verification if there were discrepancies. That way we can utilize other verification systems like scanning the license and comparing it to a selfie, all done within the application.
Eyebrow text to label this content
How its going
Time for a spare tire
- Taking the added constraint from legal and compliance, I partnered with our cross-functional team to build an API integrating Grubhub’s data with Chase’s systems.
- This integration streamlined the experience while maintaining regulatory compliance.
Fast cash, happy drivers
- Over 60% of Grubhub drivers adopted Instant Cash Out as their primary or supplemental way to access earnings, using it an average of three times per week to receive funds within minutes per delivery.
- The collaboration boosted driver satisfaction, increased financial flexibility, and delivered measurable user and business benefits at scale.
Eyebrow text to label this content
Key Takeaways
Collaborative Approach
Success was built on close partnerships with both internal teams (product, engineering, compliance) and external partners (Grubhub). This cross-functional collaboration ensured alignment between technical feasibility, regulatory requirements, and user needs.
Strategic Incentives Drive Adoption
Offering free instant cash-out for Chase customers (while charging a nominal fee for others) proved effective. This approach leveraged existing customer relationships while still creating value for new users and the business.
44% increase in JPMorgan’s real-time payments network volume within months
Instant Payments
Solving Cash Flow Challenges for Gig Workers with Instant Payment Solutions
MY ROLE
Lead product designer
TEAM
1 Lead product designer
1 Content designer
1 UX researcher
1 Product manager
1 SWE team
TIMELINE
September 2018 - January 2019
Problem
Gig workers, including food delivery drivers, traditionally faced significant cash flow challenges due to weekly payment cycles. This model often left them struggling to meet immediate financial needs.
Idea
As a leader in payment solutions, Chase was well-positioned to swoop in and not only alleviate cash flow challenges for gig workers but also help the business grow by opening new accounts with less friction.
Solution
With the rise of innovative payment solutions, there was an opportunity to transform how these workers access their earnings, ensuring they receive payments instantly when needed.
Eyebrow text to label this content
My Responsibilities
In this Chase - Grubhub partnership, my objective was to collaborate with the Grubhub team to accelerate payment processes for their drivers.
Met with Grubhub teams to capture driver insights, which enabled me to map the end-to-end driver payment journey.
What I learned
Through qualitative research, I confirmed that delivery driving serves as either a primary or secondary income source for participants, revealing that financial anxiety and the need for faster payments were common concerns, which led to prioritizing quicker earnings access for multi-platform gig workers.
Eyebrow text to label this content
Who are we delivering to?
Early designs focused on a mobile web experience and using Grubhub’s sign in info.
Our demographic included Grubhub drivers who were new and existing Chase customers.
For drivers who didnt bank with Chase, I aimed to simplify the onboarding process by utilizing existing data collected by Grubhub.
Construction zone, please slow down
Chase legal and compliance wanted the option of extra verification steps, including re-scanning IDs and re-entering personal information.
This was a “just in case” if there were any red flags during account submission.
Eyebrow text to label this content
How I tweaked it
We see you, we explain why
- Adjusted the design to the prefilled info to show users we “knew” they were coming from Grubhub and this was a personalized the experience.
- Explained why sensitive information was being requested again to build trust.
- This allowed us to do a deeper verification if there were discrepancies. That way we can utilize other verification systems like scanning the license and comparing it to a selfie, all done within the application.
Eyebrow text to label this content
How its going
Time for a spare tire
- Taking the added constraint from legal and compliance, I partnered with our cross-functional team to build an API integrating Grubhub’s data with Chase’s systems.
- This integration streamlined the experience while maintaining regulatory compliance.
Fast cash, happy drivers
- Over 60% of Grubhub drivers adopted Instant Cash Out as their primary or supplemental way to access earnings, using it an average of three times per week to receive funds within minutes per delivery.
- The collaboration boosted driver satisfaction, increased financial flexibility, and delivered measurable user and business benefits at scale.
Eyebrow text to label this content
Key Takeaways
Collaborative Approach
Success was built on close partnerships with both internal teams (product, engineering, compliance) and external partners (Grubhub). This cross-functional collaboration ensured alignment between technical feasibility, regulatory requirements, and user needs.
Strategic Incentives Drive Adoption
Offering free instant cash-out for Chase customers (while charging a nominal fee for others) proved effective. This approach leveraged existing customer relationships while still creating value for new users and the business.
44% increase in JPMorgan’s real-time payments network volume within months
Instant Payments
Solving Cash Flow Challenges for Gig Workers with Instant Payment Solutions
MY ROLE
Lead product designer
TIMELINE
September 2018 - January 2019
TEAM
1 Lead product designer
1 Content designer
1 UX researcher
1 Product manager
1 SWE team
Problem
Gig workers, including food delivery drivers, traditionally faced significant cash flow challenges due to weekly payment cycles. This model often left them struggling to meet immediate financial needs.
Idea
As a leader in payment solutions, Chase was well-positioned to swoop in and not only alleviate cash flow challenges for gig workers but also help the business grow by opening new accounts with less friction.
Opportunity
With the rise of innovative payment solutions, there was an opportunity to transform how these workers access their earnings, ensuring they receive payments instantly when needed.
Eyebrow text to label this content
My Responsibilities
In this Chase - Grubhub partnership, my objective was to collaborate with the Grubhub team to accelerate payment processes for their drivers.
Met with Grubhub teams to capture driver insights, which enabled me to map the end-to-end driver payment journey.
What I learned
Through qualitative research, I confirmed that delivery driving serves as either a primary or secondary income source for participants, revealing that financial anxiety and the need for faster payments were common concerns, which led to prioritizing quicker earnings access for multi-platform gig workers.
Eyebrow text to label this content
Who are we delivering to?
Early designs focused on a mobile web experience and using Grubhub’s sign in info.
Our demographic included Grubhub drivers who were new and existing Chase customers.
For drivers who didnt bank with Chase, I aimed to simplify the onboarding process by utilizing existing data collected by Grubhub.
Construction zone, please slow down
Chase legal and compliance wanted the option of extra verification steps, including re-scanning IDs and re-entering personal information.
This was a “just in case” if there were any red flags during account submission.
Eyebrow text to label this content
How I tweaked it
We see you, we explain why
- Adjusted the design to the prefilled info to show users we “knew” they were coming from Grubhub and this was a personalized the experience.
- Explained why sensitive information was being requested again to build trust.
- This allowed us to do a deeper verification if there were discrepancies. That way we can utilize other verification systems like scanning the license and comparing it to a selfie, all done within the application.
Eyebrow text to label this content
How its going
Time for a spare tire
- Taking the added constraint from legal and compliance, I partnered with our cross-functional team to build an API integrating Grubhub’s data with Chase’s systems.
- This integration streamlined the experience while maintaining regulatory compliance.
Fast cash, happy drivers
- Over 60% of Grubhub drivers adopted Instant Cash Out as their primary or supplemental way to access earnings, using it an average of three times per week to receive funds within minutes per delivery.
- The collaboration boosted driver satisfaction, increased financial flexibility, and delivered measurable user and business benefits at scale.
Eyebrow text to label this content
Key Takeaways
Collaborative Approach
Success was built on close partnerships with both internal teams (product, engineering, compliance) and external partners (Grubhub). This cross-functional collaboration ensured alignment between technical feasibility, regulatory requirements, and user needs.
Strategic Incentives Drive Adoption
Offering free instant cash-out for Chase customers (while charging a nominal fee for others) proved effective. This approach leveraged existing customer relationships while still creating value for new users and the business.
44% increase in JPMorgan’s real-time payments network volume within months