Problem
How can we provide basic account information, pre-authentication, with just one tap?
Our top competitors had recently introduced account views that allowed users to see data like account balances and due dates without logging in. We needed to collaborate with our legal department to create a distinctive Capital One version of this experience.
This project was set to be tested on Android for consumer cardholders with single accounts.
Action
This became a side project for a Consumer Card product owner, who reached out to me for design support. We started with research and discovery, reviewing competitors and the legal paths they took to present account data.
We then brought in additional team members from tech, research, data, and journey mapping for several days of whiteboarding. I synthesized these concepts into wireframes, and the product owner and I met weekly to review progress. After narrowing down to two out of seven concepts, I worked on high-res wireframes.
As we refined the flows, I built working prototypes and conducted in-person user research. Once we settled on the final experience, we sought a development team with available bandwidth. A team in San Francisco joined, and with their product owner and Scrum Master, we set up ceremonies. I walked the developers through the flow, and after several months and multiple flights to San Francisco, we launched to 20% of single-account cardholders.
Results
After navigating and overcoming legal hurdles, one of the iOS development teams advanced with creating an account widget for the iPhone Today View.
Following its initial launch to half a million users, 17% opted into Glance within the first two months. Based on its success, the widget was subsequently released to all consumer cardholders, followed by bank account holders, and eventually made available to all servicing account holders—reaching approximately 6.5 million users.
FULL CASE STUDY
Skills
- Journey mapping
- Android UX/UI
- iOS consulting
- Wireframing
- Prototyping
- Research
- User testing
- Design strategy
- UX vision
- Relationship building
- Shepherding
- Facilitation
Project Feedback
“Kim is a very strong designer and I enjoy working with her. Her passion for finding the right solution, and not simply churning out the quickest solution, is refreshing. Particularly in our work together on Glance, I have appreciated her assistance in leading the effort.”
~ Product Owner, Accounts at a Glance