EASE MOBILE MODERNIZATION
SUMMARY
In 2021, Capital One decided to modernize the Enterprise Account Servicing Experience (EASE) across iOS and Android. Over the course of the next year the engineering teams moved to a completely new infrastructure on the back end, while the design teams modernized the front end UI to align with the new enterprise level design system (Gravity), and identified opportunities to create a more streamlined experience for the customers inside of key moments that matter.
The modernized experience focused on these key areas:
Design system migration
Deprecation of old EASE design system
Adoption of new enterprise Gravity design system
Updated key experiences:
Pay Bill Hub experience
One-Time Payments
Recurring Payments
10-Day Payoff Quote
Auto Loan Tracker
Introduce new Double Payment Alert experience
MY ROLE
I was the design lead for Mobile Modernization tasked with delivering a modernized view of the end-to-end payments experience for Capital One Auto Finance across both iOS and Android. I led the team as we migrated to the new Gravity design system, and aligned our payments experiences to be consistent with others across the company.
SKILLS
Design Systems
Native iOS/Android Design
Enterprise Level Problem Solving
Design Strategy
Visual Design
SOLUTION
Over the course of the year, the team modernized the entire payments experience for all COAF customers, including current and past due. This was a monumental lift that required collaboration across several enterprise level teams. The new EASE experience went live for COAF customers in Q2 of 2022.
OVERALL IMPACT
Over 200+ design screens audited
100+ design issues resolved
Successful deprecation of old EASE design system across all designs
Successful migration to new Gravity Design System across all designs
Reduced customer accidental Double Payments by 75%
RECOGNITION
For my role on this project, I received a Diamond award, the highest achievement in the Servicing department at Capital One Financial Services.
PAY BILL HUB
The old Pay Bill Hub utilized a hub and spoke model that created a lot of movement between screens, added clicks, and hid functionality and features inside of various screens, often times creating confusion and inability for customers to accomplish specific tasks.
The modernized experience, replaces the hub and spoke model with a more conventional bottom sheet, meeting the customer expectations and updating to industry best practices.
AUTO LOAN TRACKER
Auto Loan Tracker is a feature that allows customers to track their auto loan status, highlighting positive and negative events that may have effects on the overall life of the loan. The old Auto Loan Tracker feature lived inside of the hero section alongside the loan balance information which created clutter and distraction for the customer. Once inside, the Auto Loan Tracker experience was outdated, leveraging old components, visual styles, and content not aligned to the brand standards.
The modernized experience moved the feature from the hero section to its own component on the account page, allowing it to be easily consumed. Like the rest of the modernized EASE experience, Auto Loan Tracker was updated to leverage the new Gravity design system. The new components, visual styles, and updated voice and tone drove cohesion and comprehension across the experience.
DOUBLE PAYMENT ALERT
The Double Payment Alert was built to solve a major customer pain point in the payments experience. Prior to this, customers entering the payments flow had no way of knowing if they had previously scheduled a payment. This meant customers customers would schedule another payment accidentally, leading to double payments, overdrafts charges, customer service calls, and often times, severe financial headaches. The Double Payment Alert creates awareness throughout the payment flow by providing contextually relevant payment information. This solution reduced accidental double payments by 75% after being released to production.
THE WORK. AT SCALE.
One Time Payments, Recurring Payments, and Auto Loan Tracker for iOS.
