Role
Visual Designer
Prototyper
Tools
Figma
Sketch
Platform
Responsive Web
Problem
Capital One lost revenue due to inefficiencies in its collections process. Agents struggled with outdated systems, manual workflows, and a lack of automation, which reduced their productivity.
Goal
Capital One aimed to develop an MVP for its collections software, migrating from legacy systems to a more consolidated platform. The MVP would streamline agent workflows and improve caseload management.
UX Research
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Conducted contextual inquiries with collections agents to understand workflow pain points.
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Interviewed agents using both legacy and destination software to identify critical enhancements.
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Created an improved agent journey map to inform the MVP design.
Key Insights
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"Customer authenticification needs to be automated. We spend too long manually verifying payment information with the customer before we can begin servicing."
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It takes a lot of time to look up each customer's classification to find the correct legal disclaimer to read before beginning servicing.
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Many manual documentation processes can be automated to standarize servicing and streamline the agent experience.
Wireframing
& Prototyping
Minimizing Tech Debt
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Collaborated with tech and product partners to prioritize existing features from the destination software.
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Due to time constraints, the MVP focused on IVR integration, while other features (automated disclaimers and payment updates) were deferred.
Final Review & Approval
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Presented the MVP prototype to product, tech, and legal teams.
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Validated design choices with UX research and legal guidelines to ensure compliance and efficiency.
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Received full approval for development.
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Take Initiative: In a fast-changing environment, I independently drove the project forward, earning recognition from leadership.
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Data-Driven Design: Extensive user feedback reduced the need for significant revisions, ensuring a well-vetted final product.