Capital One

McLean, VA; 2014-2015

Years

2014-2015

Projects

Overdraft + Funds Forecast + P2P 

Roles

UX Designer, product designer, customer researcher

Tools

Sketch, Balsamiq, Axure, Invision, Flinto, Illustrator, Photoshop

Case Study: OVERDRAFT

Project

Overdraft discovery and problem-solving within Capital One

Overview

Every month, bank customers were overdrafting their bank accounts and left with sub-par solutions to make a bridge till next payments— payday loans, borrowing money from family, etc. Capital One Bank was exploring how they could help customers “mind the gap” the most effective way without losing money while keeping customers aware and able to mend their situations.

Role

UX and product designer, customer researcher

Tools

stickies, pen & paper, index cards, voting stickers, Sketch, Invision, Flinto, Illustrator, Photoshop

Approach

Discovery > Ideation > Prototyping > Testing

Our product team chose to tackle this problem using Design Thinking methodology, and I was the sole designer on this team among product managers, product owners, and SMEs.

To understand how to design for a better experience when customers run out of money, we talked to more than 35 people and discovered how most feel about overdraft. During our in-depth empathy interviews, we used methods such as card sorting. Then as a team, we did extensive ideation to come up with various solutions.  

Over the course of 4 months, we created storyboards, prototyped and tested prototypes. To note, we kept our prototypes low-fidelity for this project so that the customers base could react to the core idea, not necessarily the designed product. 

Then we learned about Service Design from our colleagues at Adaptive Path and learned how to see the big picture for opportunity. From there, I created a user flow, prototyped a few ideas, and tested them with our customer base and with stakeholders. One of the ideas was a fuel gauge, which was before many applications utilized the visual metaphor. I did a comparative analysis on gauges vs sliders for our team as well and how it matched customers mental models when it came to addressing their bank funds.

Results

The final output of our research and testing was implemented in several places and resulted in a policy update that was rolled out to customers in 2017: Next Day Grace Period for Overdraft.

I had already moved to a new product team when the new overdraft policy launched, so I wasn’t able to hear the collective feedback from the customer base, although I know the solution was very popular. 

See Capital One’s current Overdraft Options

Conclusion

I was able to gain a great depth of understanding into all aspects of overdraft — from the customer standpoint as well as from the banking standpoint and how the current systems worked. Also, this was my first extensive user research and design thinking project, and I was able to apply the methodology to other projects down the road. Also, then went on to other projects within Capital One where I could lend my overdraft knowledge including Capital One 360 Funds Forecast— for anticipating future account balances based on recurring transactions— and an iOS project for pre-authenticated account views.

Mobile Prototypes

App: moochie
Year: 2015
Role:  Product owner, designer
Status: prototype only
Prototype: https://www.flinto.com/p/a5682a6c

Moochie is an app for calculating what you didn’t spend. Most useful for work environments where lunch and free meals are often provided.

I came up with this idea when I wanted to know how much I was saving each month by not paying for lunch or snacks. The concept is to gather as much data about freebies and weigh that against what a person usually spends, on average, to create an overall picture of “savings” that a person can then pay forward to actual savings or donate to a good cause. An added benefit of this app would be for HR to gather location and team data for recruiting and potential employees.

I talked to other colleagues, created user stories, and built an end-to-end V1 application clickthrough. Sadly, I was put on another project before I could build this app from its mockup concept stage.

App: Capital One Glance – concept design only
Year: 2015
Role: Product designer
Status: prototype only
Prototype: https://www.flinto.com/p/b1b248dd

A product manager of the enterprise team at Capital One asked me if I could help design solutions for the pre-authenticated state of the Capital One iPhone app. So I designed this possible solution so a customer could see their various account  statuses before authenticating into the application.

 

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