Designed a scalable, digital-first solution to help delinquent auto loan users catch up on payments, reducing call volume and increasing digital resolutions.
The Presentment project was part of the Help Me Catch Up experience in Capital One’s Auto finance financial servicing team. This flow supported users struggling with auto loans by offering solutions like payment plans, loan modifications, and temporary payment reductions, transitioning from an agent-driven channel to a user-friendly digital experience.
Industry
Financial Services, Fintech
Disciplines
Design Strategy and Leadership Digital Experience Design Collaboration and Stakeholder Management Scalability and Modular Design Policy-Driven Design Roadmap Development Interaction Design
Team
Servicing - Loss Mitigation - Help Me Catch Up
Date
2024
The challenge
The existing process required users to call agents to discuss repayment options, leading to high call volumes and inefficiencies. The challenge was to create a digital experience that replicated the agent-led process while adhering to complex rules, policies, and compliance requirements. This required aligning with multiple stakeholders, designing for scalability, and ensuring no dead ends in the user journey.
The solution
I designed a digital presentment experience that followed the Solution Finder questionnaire. The flow provided users with tailored repayment options, ensuring compliance with policies and credit rules. The design was built for scalability, allowing new products and features to be added seamlessly. Collaboration with governance, content strategy, legal, compliance, and engineering ensured alignment across all fronts. The solution reduced dependency on agent calls and facilitated digital resolutions, aligning with business goals.
Results
The project successfully reduced call volume and increased digital resolutions, meeting the team's key metric. The scalable design laid the foundation for future enhancements and integration with other products. By leading the roadmap and collaborating across teams, I ensured a user-centered experience that matched the efficiency of agent-led interactions while providing room for continuous improvement.
