Dongchen Hou

Background

About Dongchen Hou

I am a user experience researcher and strategist with a focus on digital customer experiences in banking and finance. As a mixed-methods researcher with a qualitative emphasis, I specialize in bringing clarity to complex, ambiguous problems and translating those insights into direction for product vision and strategy. My work helps cross-functional teams align on opportunities and design experiences that meet real customer expectations. With a PhD in anthropology and more than a decade of research experience across academia and industry, I bring a unique blend of ethnographic depth and business impact. My academic training allows me to uncover cultural nuance and human truths, while my industry experience ensures those insights translate into strategic frameworks that guide product and service decisions. At JPMorgan Chase, I’ve redefined digital journeys — from card replacement and transaction search to secure messaging — by clarifying ambiguous problems and informing product direction. I’ve co-led the development of a Generative AI Mental Model Framework, a reusable artifact that became a firm-wide standard and laid the groundwork for Chase’s in-house AI assistant. I’ve also led 0–1 digital projects, such as moving branch-only services (adding/removing a joint owner or beneficiary) into the digital space, extending accessibility and convenience for customers. This ability to bridge deep understanding with strategic clarity makes me a trusted partner across product, design, and business teams. I strongly believe that research is the key driver for strategy. I’m drawn to industries such as fintech, healthcare, and EdTech, where the challenges are complex and clarity from ambiguity can truly transform customer experiences. I want to shape services and products that not only solve pressing problems but also inspire trust, transparency, and meaningful impact in people’s lives. Contact me if you want to connect: dongchenhou1108@gmail.com Key skills: • Generative Research: Ethnography, interviews, contextual inquiry, diary study • Frameworks & Strategy: Translating insights into models and narratives that shape product direction • Evaluative Research: Usability testing, concept validation, surveys • Service & Systems Thinking: Mapping end-to-end experiences and identifying opportunity areas • Storytelling & Communication: Turning complexity into clear narratives for stakeholders • Cross-functional Collaboration: Partnering with design, product, and business teams to align research with execution