CHASE OFFERS

Campaign Manager

ROLE

UX Designer

PLATFORM

Desktop, Tablet, Mobile

TIMELINE

4 sprints (8 weeks)

Home page that introduces Chase Campaign Manager

OVERVIEW & CHALLENGE

What if small & medium-sized business (SMB)merchants could easily create, manage, and reach millions of audience without relying on agencies or complex tools?

Chase Offers enables cardholders to activate targeted cash back deals and earn rewards by spending at participating merchants—creating a powerful channel for businesses to reach millions of customers. However, SMB merchants lacked the tools and clarity to independently create, manage, and track campaigns without the budget or agency and limiting adoption and effectiveness through Chase.

With the introduction of Campaign Manager, Chase opened up this ecosystem—giving SMB's a self-serve way to create and manage their own campaigns for the first time. This required designing a new experience from the ground up, helping merchants understand pricing, access performance insights, and confidently manage billing and finances.

THE CHALLENGE

Introduce Campaign Manager with a new flat-rate 6% transaction fee while creating a billing experience that felt clear, trustworthy, and easy for SMB merchants to understand.

THE PROBLEMS

Two sides of the same challenge

USER PROBLEMS

Lack of transparency in billing and pricing

Merchants lacked clarity into how charges were calculated in other platforms, often encountering hidden fees, unpredictable costs, and unclear billing terminology.

BUSINESS PROBLEMS

Introduce a new monetization model without creating adoption friction

Campaign Manager introduced a flat 6% transaction fee, requiring a billing experience that clearly communicated costs without discouraging merchants from launching campaigns.

Need for confidence before committing spend

Many SMB merchants operate as one-person teams, managing both marketing and finances. They needed an easy, scannable way to track billing history, review charges, and stay organized within their existing business workflows.

Need for simple self-serve billing management

Merchants wanted clearer insights and forecasting to evaluate potential return on ad spend (ROAS) before committing any budget.

Reduce dependency on customer support

To make Campaign Manager scalable, merchants needed to confidently manage billing on their own—reducing the need for back-and-forth with Chase support

Build trust in a first-time self-serve billing experience

Because billing directly impacts spend and decision-making, the experience needed to feel transparent, predictable, and credible enough to support long-term adoption.

SOLUTION

A simple billing set up

where billing is implemented as its own step within the existing workflow and payment information is already seamlessly connected to their bank account automatically to reduce action

Easy to understand billing details

to know how, what and when they are being billed before they commit to paying for this service

A new campaign performance page

with clear transaction details & billing table

to quickly assess and understand finances during the campaign and know what the charges are covering and see what the ROAS is (return on advertising spend)

INITIAL DISCOVERY

Themes seen in other competitors

Set expectations before asking for payment

Tell users what they need in a step-by-step format to help inform and prepare the user

Visual explanation of billing cycles

Creates clarity and easy to digest information by emphasizing timelines

Billing has its own designated space page in terms of explanation and settings

Allows a more detailed "how it works" as billing is already convulated. Having a dedicated page allows billing to scale for the future with multiple payment types and a place to house all billing needs

BILLING TOUCHPOINTS

Mapping where billing touches the flow

To understand how the billing impacts the current version of Campaign Manager, I mapped out the touchpoints where and how Billing would impact the overall experience. What I found surprised me—billing wasn't just a payment screen. It extended to the very first moment users learn what Campaign Manager is.

Red boxes mark where billing impacts the flow—almost every step.

DESIGN FEATURES

As Campaign Manager launched with a new flat-rate 6% transaction fee, the design had to make billing feel clear and trustworthy from the start

Simple and transparent billing information

Automated list of Chase accounts to choose from

Clear FAQ's with popular questions

Visual timeline of what users can expect with billing schedules

Educational guidance: Billing terminology can be unfamiliar for first-time SMB merchants. We partnered with the Content team to define shared vocabulary so that every label, tooltip, and description was accurate and easy to understand

We utilized tooltips so users can see definitions within context without leaving the page

Tracking of merchant's payment and billing activity

Table view of both a Daily Breakdown & Weekly Billing Cycle

Payment method, billing period, and next payment date are grouped into highlighted summary blocks for quick scanning

Added a download button so it helps merchants transfer info to other platforms

IMPLEMENTATION

From insights to sketches, to shipped design

Based on the competitive analysis and touchpoint mapping, I kicked off ideation with lo-fi sketches to align with product partners and get early buy-in before going high-fidelity.

Three principles shaped the direction:

Surfacing expectations upfront in digestible pieces: A visual billing timeline to show the schedule at a glance, and a slide-in panel for extra financial guidance so merchants could get help without leaving their workflow.

Making billing history scannable and actionable: Emphasizing payment details and deadlines, a dedicated daily transaction view per billing cycle, and categorized table columns to support merchants' financial tracking needs.

It's our job to guide the users throughout the campaign creation process so that there are no surprises at the end.

Design iteration mid-project: Due to time and product constraints, the slide-in guidance panel was cut from the initial scope. But after user testing revealed that merchants were struggling to connect the Daily Breakdown to each Billing Cycle, we revisited the design and added the connection—proving out the value of testing even after launch.

A FEW CONSIDERATIONS

Constraints that shaped the work

Choosing the right component for the job
I initially proposed using MDS's Date Badge component to surface billing status dynamically (critical, soft, and success states). But after discussing with the team, we opted for a static component instead—because a larger banner at the top of the page communicated urgency more effectively at a glance than a badge embedded in the table. A small tradeoff with a real impact on hierarchy.

Designing for a first-time experience

Because Campaign Manager had no prior billing experience to build on, there was no internal baseline to iterate from. Every decision had to be grounded in user needs, competitive research, and patterns from other Chase products rather than existing behavior within Campaign Manager itself.

Scope decisions under time pressure

The slide-in guidance panel was a key part of the original design vision but was cut due to time and product constraints. Documenting the rationale helped make the case for revisiting it post-launch.

Cross-functional alignment
Billing touches legal, finance, and content—not just product. Close collaboration with the Content team on terminology and definitions was essential to making the experience feel trustworthy and accurate.