Starter Capital One Account Program (“SCAP”) / Builder Program
My Role: UX Researcher, Junior UX Designer
Timeline: 2019 - 3 months
Team: Philip Jean-Pierre, Lead UXR/UXD, Me
The Scenario
Imagine:
You have a full-time job but no car. You want to be available for work outside of 9-5. You applied for a car loan but was rejected due to your low credit score.
How do you build up your credit to get a loan?
Is there a way to set up reminders for yourself so you don’t miss payments?
What are the levels of credit anyway?
Overwhelmed and lost, you give up your dream of owning your own car and making the best you can with public transit. You know that you could do so much more if you had the means, so you settle for what you can make work.
About the Project:
Capital One Bank wanted to create a program geared toward users who had low or no credit score and needed educational information to aid in building up credit and becoming more financially knowledgable. This included a “starter” credit card with a fixed amount that linked to an app which would help users learn how the credit system worked, taught them how to manage their money, and provided tips on how to raise their credit scores. The Program was called “SCAP” (“Starter Capital One Account Program”) and the app was known as the “Builder Program”.
The Challenge:
Capital One wanted to bring average consumers a financial literacy mobile app and starter credit card to increase their customer base before their competitors could do so. The program, “Scap/Builder”, had monetary and time frame setbacks.
About the Outcome:
We added features to existing hi-fidelity screens that gave the user a more customized experience. These included toggle preferences when setting up your account, monetary limitation filters, notifications, and searchable credit score information.
About my Role:
I was hired as a short-term subcontractor to support the Senior UXR/D. My Tasks included:
Taking notes of the “Big Hits” for the set-up wizard flow during user interviews
Updating existing screens from user insights
Assisting in creating screens for the “Builder Program” user flow under the guidance of the Senior Designer.
Less financially savvy people need accessible and realistic goals to thrive
The Problems:
There needs to be an accessible way for disadvantaged people to build up their financial literacy. This will benefit their economic situation and lead to more revenue going back into businesses and local economies. There were three problems determined:
Many users lacked knowledge of managing their finances and goals for acquiring different types of loans.
Problem #1- Education:
Updated “Sign-up Wizard” screen - Goal Timeline
Problem #2- Touch Points:
Users have expressed anxiety about remembering payments and frustration with unclear steps to improve credit scores.
Updated “Sign-up Wizard” screen - Tools
Many people learn better through interactive experiences. Users have reported that static screens are less effective in retaining learned knowledge.
Problem #3- Visual Design:
Updated “Sign-up Wizard” screen - Credit Goal Slider
Users couldn’t keep track of expenses without custom profiles and information
Primary:
One hundred people were interviewed for the Set-Up Wizard’s existing screens. I sat in on these interviews conducted by the Senior designer and recorded the “Big Hits.” Based on user concerns and feedback, we used these findings to update the existing screens.
For the “Builder Program” user flows, the Senior conducted research, and I used the insights to assist in creating the screens for that section. The interviews focused on two specific areas for the Set-Up Wizard flow:
What pain points do users face when managing a credit balance?
What tools could Capital One provide to help users manage their card balances and finances better?
Targeted Users:
Users were chosen based on low credit scores, poor track record with money management, and new borrowers applying for a first-time credit card.
Final Designs
We didn’t have to opportunity to create sketches as we were working within the company’s design system. We ended up creating a series of screens that added features to the existing program.
Screens were created to educate users on how spending and payments affect their credit score and showed the scores required for big purchases and loans.
Solution #1- Education:
Updated “Builder Program” screen- Choose Goal
Based on user feedback, the app will suggest notifications to remind you to complete important actions, such as setting up auto payments for your credit card.
Solution #2 - Touch Points:
Updated “Builder Program” screen- Payment Dashboard
We added interactive visuals, such as a credit slider, to help users understand the payment and credit system. The slider visually demonstrates the interest received based on payment amounts and the interest accrued over time based on the number of months to pay off the credit card balance.
Solution #3 - Visual Design:
Updated “Builder Program” screen- Goal Slider
Future surveys could benefit additional products
We were only able to work on these pieces of this product for Capital One and the Usability Testing was fast-tracked due to time and money. If I got to make additional recommendations, I would suggest gathering feedback from the first group of users and conducting surveys with previous program graduates to evaluate their experiences and improve usability as they use other Capital One products.