Amy August Healey
Sr. UX Researcher @ JPMorgan Chase & Co. | Enhancing AI User Experiences
- Role
- Sr Ux Researcher at JPMorganChase
- Location
- Minneapolis, MN, US
- LinkedIn followers
- 500 followers
Experience
Sr Ux Researcher
Dec 2022 — Present · Eden Prairie, MN, US
Research lead for Chase Travel AI and Innovation team- Planned and implemented end-to-end research to improve the usability of AI-powered tools for travel advisors, driving operational efficiency by reducing handle time, after-call work, and errors-while improving customer experience through shorter calls and reduced hold times- Conducted competitive, exploratory, and generative research to inform and validate design of a concierge-style vacation planning experience for card members, connecting them with luxury travel advisors — strengthening ROI on a luxury travel agency acquisition, increasing basket sizes, and driving conversion- Partnered with design and product to validate a customer-facing AI travel search experience, driving key UX decisions for a smoother customer experience- Advanced CRM integration strategy by creating archetypes, journey maps, service blueprints, and a fact book that informed requirements and rollout across advisor and servicing workflows- Improved the small and medium business and corporate travel experiences by mapping end-to-end booking/servicing journeys, clarifying traveler and advisor needs, and partnering on workflow changes that reduced friction for business travelers and support teams.
Education
Dominican University
M.A., Teaching
2004 — 2006
University of Chicago
Master of Arts (MA), Social Sciences
2011 — 2012
University of Minnesota
Doctor of Philosophy - PhD, Sociology
2013 — 2020
University of Illinois Chicago
B.A., English Literature
1998 — 2002
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