Some Work
Wells Fargo: Security and Simplicity for Military Families 🎖
Impact: Increased the two-factor authentication success rate by 50% for international and military customers. As the lead product designer on this effort, I collaborated with product management and engineering, guiding the team from prototype to production in two sprints—reducing support call volume by half and setting a new standard for cross-functional delivery.
See the case study (PDF).
Wells Fargo Security Center
Educating 70 million customers about their online security 🔐
ChallengeWells Fargo lacked a centralized hub for security-related content, creating frustration and uncertainty for customers seeking to understand how their accounts are protected. Security resources were scattered across public and secure sites, making it difficult for users to access critical fraud prevention information.SolutionI led the research, strategy, and product design of Security Center—an interactive feature consolidating security insights, automated alerts, and actionable fraud prevention tools within the Wells Fargo app (4.9⭐️ on the App Store).Key Outcomes
✅ Personalized security progress tracking—customers can see their security completion percentage at a glance.
✅ Proactive fraud prevention tips—designed to educate users and encourage stronger security habits.
✅ Seamless feature integration—ensuring key security tools are easily accessible, increasing adoption.Impact🚀 Reduced security-related call volume by 17%, lowering operational costs.
🔒 Empowered customers with proactive fraud prevention measures.
🤝 Strengthened customer trust in Wells Fargo’s commitment to security.My Role→ Strategy & Research – Conducted market and competitive analysis to identify gaps and user needs.
→ Product Design – Designed an intuitive, scalable security hub within the app.
→ Prototyping & Testing – Validated concepts through user testing and iterative design improvements.
→ Cross-functional Leadership – Collaborated with developers, PMs, and stakeholders to align execution with business goals.Why It MattersWith 5.4 billion internet users worldwide, online fraud is a growing threat. In 2023 alone, consumers reported losing $10 billion+ to scams (FTC). Security Center helps customers stay informed, protected, and proactive against evolving cybersecurity risks.
I'd love to show you more of my work. If you have questions, or want to see something secret, please let me know.
Testimonials
I'm honored to have worked with some amazingly talented people in my career. And, I feel lucky that they feel the same way about me.
Kara Church
Director, Head of Global UX Design and Content at iShares, BlackRock
Joe Rapoza is an exceptional experience manager and seasoned designer whose expertise bridges UX, development, and business strategy, effortlessly. Joe's innovative approach not only tackles complex design challenges, but also injects fun into the work process, making daunting tasks seem more approachable and enjoyable!
Kevin Cobb
Lead Content Strategist | Content & UX Team Manager, Change Healthcare
Along with his expertise in all things UX, Joe brings humor and emotional intelligence to the situation. This allows him to not only solve the UX issue on the surface, but also understand the human dynamics beneath the surface that sometimes have the greatest effect on the project.
Eric Tucker
VP, Senior Product Designer, Wells Fargo
Joe is always willing to share the UX secrets he's accumulated throughout his career. I’ve found this to be a rarity in the field. Despite his wealth of knowledge, he is surprisingly humble. His experience and support helped me become a stronger product designer – no question.
Always learning...
When I want to learn something new, I don’t wait—I dive right in. In 2020, I taught myself iOS development in Xcode using Swift and SwiftUI, with the goal of building a music player for the German ambient label Fax Records.This hands-on experience sharpened my ability to collaborate with developers, bridging the gap between design and engineering. Translating UI design patterns into coding frameworks gave me a deeper understanding of front-end and back-end architecture, helping me identify discrepancies in nomenclature and improve cross-functional communication.