Shift Culture
As a payments leader, I used storytelling to advocate for our customers across the industry, helping people understand technical concepts, generate customer empathy, and influence at scale.
Objective: Introduce an effective way to communicate industry impacts to non-technical audiences
Role: Payments leader
Company: JPMorgan Chase & Co.
Team: Corporate strategy, Government relations, Product, Legal
Responsibilities
Advocate for the consumer payments customer
Simplify the message so it’s relatable
Scale communication for maximum impact across multiple audiences
Democratize storytelling skills
How did we do it?
Identified Customer Stories · Crafted Storyboards · Adapted for Audiences · Storyboarding with AI Workshops
1. Mined research and call listening for customer problems
To address concerns that online shoppers will be increasingly at risk as new payments technology enables payments from a bank account. We identified the top problems found during research sessions and call-listening sessions. This includes:
problems resolving issues with purchases when paying with a bank account,
difficulty ending subscriptions and unwanted recurring charges, and
account takeover by a third party, resulting in the bank account being closed.
2. Developed storyboards with partners
With our partners, I developed a relatable character, wrote multiple customer stories and drafted visuals to accompany the narratives.
3. Adapted stories for a wide audience
The stories were used in multiple contexts, including:
the official JPMorgan Chase response to the Consumer Data Rights Rule (1033) to raise awareness of the existing customer problems face,
at payments industry conferences to educate participants, and
with internal audiences.
This led to a measurable improvement in folks understanding the challenges shoppers encounter, a unified point of view across stakeholders and stronger industry partnerships. As a result, there has been ongoing demand for storytelling.
4. Conducted workshops to rapidly democratize this method of storytelling
Due to increased demand for storytelling, including for corporate strategic initiatives, I experimented with using internal AI tools to rapidly generate imagery. I am currently conducting storyboarding workshops to unlock storytelling across the organization.
“The stories were relatable and memorable.”
JPMC Government Relations Leader
