CAPITAL ONE Overdraft
TOOLS: Sketch, Balsamiq, Axure, Invision, Flinto, Illustrator, Photoshop
PROJECTS: Overdraft + Funds Forecast
CAPITAL ONE Overdraft Design Thinking
I was the sole designer on a Design Thinking product team that was tasked with tackling the overdraft problem. To understand how to design for a better experience when customers run out of money, we talked to customers through various empathy interviews and defined the problem from many angles. Then as a team, we attempted to come up with solutions. I was able to gain a great depth of understanding into all aspects of overdraft — from the customer standpoint as well as from the banking standpoint and how the current systems worked.
Over the course of 4 months, we prototyped and tested prototypes. Then we learned about Service Design from our colleagues at Adaptive Path and learned how to see the big picture for opportunity. From there, I created a user flow, prototyped a few ideas, and then went on to other projects within Capital One where I could lend my overdraft knowledge including Capital One 360 Funds Forecast and an iOS project for pre-authenticated account views.
Understanding the problem and how customers felt about overdraft
a concept in lo-fidelity
Testing solutions in existing places
Implementing some ideas into places getting built
Capital One 'Glance' : pre-authenticated iOS experience
The final output of our research and testing was implemented in several places and resulted in a policy update that was rolled out to customers in 2017 : Next Day Grace Period for Overdraft.
See Capital One's current Overdraft Options
See other projects: