Chase Pay Monthly
Making a Statement
4 min read
Context
Familiar builds trust. Distinct builds brand. The statement had to do both.
As the definitive record of what a customer owes and has paid, the statement had to stay intuitive and familiar as a source of truth can't be confusing. However, Chase Pay Monthly was a new loan product, distinct from Chase's existing Auto and Mortgage offerings, so we wanted it to have a newer, more premium feel, not a reskinned legacy design.
Strategic Opportunity
Create a statement experience specific to Chase Pay Monthly, a new loan product with its own servicing needs.
Design Challenge
Condense dense legal, plan, payment, and payoff content into an intuitive reading order while keeping the design clear.
Our Constraint
The page had to flex for edge cases like charge-offs, missed payments, and reversals, not just the ideal customer.
Problem
Chase already had a template. It wasn't a fit.
Chase Auto and Chase Mortgage statements were the obvious starting point: legally vetted, on-brand, already built. But sitting with those statements surfaced real problems. There was no narrative order, making the documents hard to follow for less financially literate users. They technically satisfied every legal requirement, but took real effort to read.
Chase Pay Monthly was positioned as something newer and more innovative inside Chase's portfolio. If its most recurring touchpoint read like a legacy loan document, it would undercut that positioning.
The Task
Clarifying a document that couldn't lose a single disclosure.
I was the sole designer on the statements workstream, working directly with Legal, Product, and Content to translate requirements into layout, round after round.
Legal Requirements
Every disclosure and payoff clause had to appear, in places verbatim, regardless of layout impact.
Edge-Case Flexibility
Charge-offs, write-offs, and missed payments needed to render from the same template as a current account.
Cross-Functional
Legal, Product, and Content each reviewed sequentially, so each round had to balance compliance, product accuracy, and plain-language clarity.
First Draft
Complete didn't mean clear.
The first draft satisfied every requirement. Review made clear that wasn't the same as being easy to read.
Product Identity
Legacy statements lacked product context; pairing the Chase logo with the product name felt redundant.
Missing Signal
Autopay status — the most reassuring line on the page — had no home anywhere near the payment summary.
Competing Columns
Plan Information and Payment Breakdown ran as two dense columns with no shared reading order.
Solving for the Wrong Audience
QR payments and app prompts over-served a shrinking paper-statement audience.
Every flag traced back to information hierarchy, not missing data. The statement needed a throughline that could guide customers from what happened to what came next.
Delivery
A statement that tells a coherent story.
The fix didn't remove anything Legal or Product required. It built an order of operations for the reader's eye and let every other decision follow from it.
Lead With the Number
Amount due, due date, and autopay status now sit in one calm panel — no competing header above it.
Narrate, Don't Report
Plan Information flows into Payment Breakdown in the order a customer actually asks the questions, in language matched to the Details page.
Explain the Number
A dedicated 'Explanation of Amount Due' section clarified how the product works, especially when unhappy paths changed what customers owed.
The same structural system had to support both the happy path and high-stakes edge cases. Nothing here was built exclusively for the best-case customer.
Final Statement
A statement worth making.
The final design brought together Legal, Product, and Content voices, but kept the customer as the throughline. It made a required financial document feel clearer, more intentional, and more reflective of Chase Pay Monthly as a new kind of loan product.
