US Forest Service
Washington, DC; 2018-2020
Year
2014-2015
Project
Overdraft + Funds Forecast
Tools
Sketch, Balsamiq, Axure, Invision, Flinto, Illustrator, Photoshop
Role
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.
The Work
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.
Discovery
Understanding the problem and how customers felt about overdraft
The Solution
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.
