Project
Canceled Insurance
I redesigned the user flow for Capital One's auto dealer cancellation process, aligning it with dealers' existing workflows and digitizing the previously offline process. This innovation provided online visibility of canceled payments and outstanding charges, reducing manual support needs by 40% and cutting cancellation processing time by 21%.
Info
Company
Capital One
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Scope
New feature
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Duration
Three months
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My role
Lead Product Designer
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Team
1 PM, 1 engineer, 1 researcher
Impact
Reduced task completion time
21%
Reduction in support calls
40%
In revenue
+$700k
Prototype
Business problem
Recurring loss of $700,000 each month
The business problem for Capital One involves a recurring loss of $700,000 each month due to outstanding charges linked to canceled deals. For example, when a person buys a car through an auto dealer that uses Capital One for lease and insurance, the person might cancel the deal after the purchase. However, the bank still has outstanding charges related to the insurance that a customer had set up through a third-party vendor. If these charges remain unpaid by the dealer, Capital One loses money and risks its relationships with dealers, who may feel burdened by a lack of visibility and control over these financial obligations. This situation not only results in significant financial losses but also affects dealer satisfaction, potentially leading them to reconsider their partnership with Capital One.
Process today
Dealers lack visibility of the process
User research
Qualitative Interviews
To discover the pain points of our customers, I analyzed User Qualitative Research
Subject matter interviews
10+
Hours of interviews
11+
Days of synthesizing
7+
User flow
Understanding the current flow problems and fixing them
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User journey
Each cancellation is a separate phone call and very task heavy
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People problem
Painful process for dealers due to inefficient communication
Lost time
Each cancellation is a task-oriented
Frustration
Capital One bills incorrect invoices
Business Prevention
Hold the deals because of outstanding charges
Payment for backend cancellations is a painful process for dealers due to inefficient communication between Capital One and the dealers. This results in a negative experience for our customers and can ultimately lead to Capital One losing their trust
Objective
Empover our dealers
Care
Clear and transparent communication
Trust
Bill correct invoices
Cost
Each cancellation is a task-oriented
Minimize the impact of our failures on customers and help them recover as quickly as possible.
Challenges
Challenge 1: Lack of Online Visibility for Canceled Payments & Outstanding Charges
Implement a real-time notification system that alerts dealers to any outstanding charges immediately after a deal is canceled. This system should include a dashboard where dealers can track the status of their payments and obligations to Capital One, ensuring transparency and reducing the likelihood of missed payments.
Challenge 2: Limited Payment Options
Expand the payment methods to include online payments, such as bank transfers or credit card payments, in addition to checks. This would streamline the payment process, making it easier for dealers to settle their accounts promptly and reducing the chances of outstanding charges.
Challenge 3: Complex and Bureaucratic Internal Approval Processes
Streamline the internal design review and approval process by using pre-approved design patterns where possible and proactively driving the approval workflow. This approach would reduce bottlenecks, allowing for quicker implementation of design solutions and ensuring that innovations can be deployed in a timely manner despite the conservative financial environment.
Design process
Data-driven solutions for real user impact
I design with data, work cross-functionally, and move fast. I believe design should go beyond visuals and screens. Engaging with real customers and experimenting based on their feedback and data is essential to drive user-centered design.
Solutions
Brainstorm sessions & User testings
I led a collaborative UX brainstorming session with developers, PMs, and the business team, where we explored multiple design directions for enhancing the dealer experience. After presenting these concepts, I tested a lo-fi prototype with real customers to gather feedback. I iterated on the design, refining it based on their insights to ensure a more user-friendly and efficient experience.
Solution
Final solution
Dealers should be able to view the status of their leads and approve deals as soon as they access the application. This information should be prominently displayed on the dashboard for quick and easy access.
Dealers should be able to view clients who have initiated cancellations, including the reason for cancellation and the amount refunded. Additionally, this information should be presented with data visualizations for quick and easy access
Although the process with the service provider to determine the accurate amount is not yet finalized, the dealer should have the ability to adjust the payment amount as needed. Dealers should also be able to make payments online, with Capital One offering a variety of payment options for flexibility and convenience.
Impact
Success metrics
21% decrease in time on task completion.
Cancellation Processing Time: The time it takes to complete the cancellation process, which was reduced by 21% after the redesign.
40% decrease in support calls
Manual Support Needs: The frequency or volume of support requests from dealers regarding cancellations decreased by 40%.
+$700k in revenue
Revenue Impact: The financial effect of reducing the $700,000 monthly loss due to outstanding charges as a result of improved usability and process efficiency.
Feedback
Full-time offer after my graduation
Marty Pappas
Experience Design Manager
Capital One
"Tanya joined the design team through Capital One's Design Internship Program. Tanya is a talented designer with an innate curiosity for the customer. Tanya's skills in visual design combined with a strong foundation in UX research, reframing customer problems, and developing delightful concepts solving complex business challenges made her an asset on the team. Tanya embraced the challenges presented to her with enthusiasm and courage by jumping in with her sleeves rolled up eager to learn. Her upbeat attitude and determination to get the job done set her apart from others. Tanya engaged the business partners and stakeholders presenting research readouts and high fidelity prototypes. Her input was well received by the leadership team despite her junior-level experience. Tanya's leaving Capital One to complete her studies in UX, but is leaving behind concepts and prototypes ready to be tested in the market."