Miki
Van Cleave
Chief Design Officer at JPMorgan Chase
"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
Thu May 14 - 11:30 AM EDT/New York (See in local time)
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05/14/2026 11:30 AM
05/14/2026 11:50 AM
America/New_York
#WTGC2026
"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
#WTGC2026
"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
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"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
"Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World"
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Session: Designing for Everyone: How to Scale Inclusive, Accessible, and Human-Centered Design in an AI World
In this session, Miki Van Cleave, Chief Design Officer at JPMorgan Chase, will share how she is transforming digital banking experiences through inclusive design, accessibility innovation, and large-scale cross-functional collaboration. These principles extend into the rapidly evolving world of AI and agentic technologies.Miki will break down how she’s led a major shift in accessibility practices, moving from basic standards like alt text and contrast to ensuring digital experiences are fully keyboard navigable, and championing new partnerships that expand access for blind and low-vision customers through live visual interpretation.
The session will explore how inclusive design can help identify and mitigate bias in AI, ensure transparency, and create agentic experiences that empower rather than exclude. She will also highlight how these initiatives connect to broader design transformation efforts, including the evolution of the Manhattan Design System into a more flexible, composable model that supports 1,000+ designers and 3,000+ engineers. Grounded in real examples, Miki will show how designing for inclusivity not only drives compliance but also fuels innovation, deepens customer trust, and enables teams across product, engineering, and design to build better experiences at scale. As technology advances, embedding inclusion in every stage of the design and development process we can ensure no one is left behind.
Key Takeaways
- How to use human-centered design and service design principles to drive measurable business and customer outcomes, including AI and agentic experiences, ensuring accessibility and equity for all users
- Practical frameworks for prioritization, discovery, and scaling design processes in complex environments.
- Strategies for strengthening connection and collaboration across design, product, and technology teams.
- How to operationalize design in a way that accelerates speed, quality, and clarity.
Bio
Miki Van Cleave is the Chief Design Officer at JPMorgan Chase, where she leads the organization’s efforts to deliver seamless, human-centered experiences for millions of customers and the employees who support them.With nearly two decades of experience in financial services, Miki previously led design for Customer Identity & Authentication and Consumer Banking at Chase, building interconnected customer journeys and scaling design teams across disciplines. Before Chase, she held multiple leadership roles at USAA, where she oversaw the bank’s innovation team and designed major digital products, including USAA’s auto experience.
Known for her commitment to accessibility, service design, and cross-functional collaboration, Miki focuses on harmonizing customer and employee experiences, strengthening discovery practices, and elevating design’s role in driving business impact. She is passionate about coaching high-performing teams, breaking down silos, and creating design cultures that deliver measurable results.
