Case Study: JPMorgan Chase formalizes inclusive UX research practices with dscout

JPMorgan Chase formalizes inclusive research with dscout for 120 UX researchers

JPMorgan Chase's consumer banking UX research team, led by Greg Marinelli, faced the challenge of scaling its inclusive research practices to ensure its studies represented the bank's incredibly diverse customer base of over 66 million households. The team needed to formalize DEI best practices, particularly in participant recruitment, to shift from a mindset of excluding to including participants. To achieve this, they partnered with the vendor dscout, utilizing its remote qualitative research tools like diary studies.

The solution implemented with dscout involved creating formal, detailed Chase Inclusive Screening Guidelines and mandating comprehensive training for all researchers. The dscout platform was critical in supporting these new practices, as its features—like viewing all applicant videos, sorting by criteria, and asking open-ended screener questions—enabled more thoughtful and inclusive recruitment. This shift to a remote-first approach with dscout also allowed the team to capture more diverse perspectives, create powerful empathy-building diary studies for stakeholders, and react nimbly to early findings, ultimately leading to more impactful and confident decision-making across the organization.

JPMorgan Chase