US Forest ServiceWashington, DC; 2018-2020
Overdraft + Funds Forecast
Sketch, Balsamiq, Axure, Invision, Flinto, Illustrator, Photoshop
I was the sole designer on a Design Thinking product team that was tasked with tackling the overdraft problem. To understand how to design for a better experience when customers run out of money, we talked to customers through various empathy interviews and defined the problem from many angles. Then as a team, we attempted to come up with solutions. 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.
Over the course of 4 months, we prototyped and tested prototypes. 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 then went on to other projects within Capital One where I could lend my overdraft knowledge including Capital One 360 Funds Forecast and an iOS project for pre-authenticated account views.
Understanding the problem and how customers felt about overdraft
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.