Mentored a junior designer to deliver a streamlined digital solution that enabled loan extension overrides for users with extenuating circumstances, improving efficiency for agents and escalation teams.
Overrides was a Capital One project for the Help Me Catch Up experience in Capital One’s Auto finance financial servicing team, focusing on enhancing the process of granting loan extension overrides for users. The project transitioned a manual, time-consuming process into a clear, efficient digital solution, improving decision-making for phone agents and streamlining operations for escalation teams.
Industry
Financial Services, Fintech
Disciplines
Mentorship and Coaching Design Leadership Process Optimization Digital Experience Design Collaboration and Facilitation Quality Assurance Support
Team
Servicing - Loss Mitigation - Help Me Catch Up
Date
2024
The challenge
Previously, determining whether a user qualified for a loan extension override was a manual process, requiring phone agents to analyze account details, often resulting in delays and inefficiencies. Additionally, as a mentor, I supported Esha, a junior designer, through multiple rounds of design feedback and creatively unblocked her when she encountered challenges. This included fostering her growth as a designer and helping her build confidence in delivering a high-impact feature.
The solution
Working alongside Esha, I guided the design of a feature in Capital One's back end tool that displayed user eligibility for extension overrides based on account history. The solution highlighted past extensions within a 12-month period, provided clear qualification criteria for escalation manager's, and streamlined workflows for escalation teams. This project also included coaching Esha on advanced Figma techniques, effective design workflows, and process management, helping her deliver one of her first major features.
Results
The digital solution reduced agent processing times, clarified user eligibility for overrides, and resolved inefficiencies in escalation team processes. Esha successfully delivered a feature that passed QA and entered development, gaining confidence and advancing her design skills under my mentorship.
