TLDR: Customers reacted negatively to Snapshot’s migration to Chase’s Manhattan Design System, creating a business need to recover satisfaction and re-engage customers by introducing an expressive and dynamic visual language to support engagement-driven experiences

Case study overview

Snapshot is Chase Mobile’s personal financial insights feed (launched 2018–19). After a mandated migration to Chase’s Manhattan Design System in early 2023 the experience felt “grey and blocky,” driving a ~10‑point drop in unsolicited OSAT scores and prompting 51% of customer comments to focus on appearance.

I led the post‑migration visual strategy (Horizon 1) to restore an expressive, modern feed: introduce subtle header/background textures, update key UI components, adopt refreshed data‑visualization treatments and color, and execute a staged rollout for validation and partner alignment.

Objective: recover the pre‑migration sentiment (baseline unsolicited Qualtrics CSAT 78) quickly through a research‑backed, incremental refresh while enabling longer‑term horizons for personalization and a more cinematic experience.