2023/ servicing, B2C, mobile web design
Reducing calls and improving customer context with a self-service claims hub
my role
Product designer creating web and agent templates
team
Design lead, content designer, 2 PMs + 2 tech teams
Problem
Millions of claims are created per year at Capital One. Customers could only get updates or take action on cases by calling in, or waiting for an update in the mail. Changing this could save $2.6M in call reduction a year.
Annual cases and claims that require follow up
14.8M
Open cases that drive calls to the call center
15%
Paper letters sent per year with case updates
1.5M
Case document uploads made over the phone
435K
I was tasked with designing the hub + details pages for our first use case + scalable templates.
My role
I worked across 2 product teams to design a case hub and case details pages for mobile web and our agent channel. I created scalable templates and shipped our first use case.
MVP scope: "Inform"
MVP scope aimed to give customers transparency into the status of their cases and focused on the most common claim customer filed–merchant disputes. Future phases would integrate the ability to take action and upload documents.
On designing for our agent platform
This case study focuses more heavily on the mobile web work for brevity's sake, but includes some info on the agent designs because the research done with agents applies to both channels.
Getting started
I ran agent focus groups to identify what the hub needed to include
Findings
While agents did get longer calls related to taking action on a case, they often handled shorter calls for customers just seeking an update on the status of their case. They often had to dig through the customer’s transaction list to find disputed transactions.
Insights
Case identifying information + the most recent update needed to be visible on the hub page so agents could handle simple calls without having to click into the case details page.
Our case details pages should pull together a view that included a timeline, disputed transactions if relevant, and the most recent case update.
Web iteration
Desktop first: Designing for web
I designed for multiple screen widths, but designing for desktop presented a challenge. I experimented with multiple layouts at full width, and different ways of formatting the timeline component.
Vertical timeline allowed for unlimited steps, but an uneven look.
A horizontal timeline was easier to scan, but limited the number of steps we could show and the length of the descriptions.
Key screens:
Case hub page
The case status page shows all cases associated with a customer, and any recent case updates.
Case details page
The case details page shows the status and history of an individual case, and flex to accommodate different case types.
Componentized templates for re use
I created reusable templates for desktop, tablet, and mobile screens, and created local components so the work could scale to new use cases and accommodate changes post MVP.
Handoff for native design
I handed this work off to another designer to complete the native mobile work due to a shift in my team. Since I left, the agent, web, and native experiences have gone live for customers and agents. The work across platforms has reduced call handle time by more than a minute.