Robo Advisor - Account Servicing
What is a Robo Advisor?
A passive investing product that generally sorts customers into a pre-defined portfolio based off of their financial goals and timeline. This product is great for people with less experience in investing, who don’t feel comfortable placing their own trades, or more experienced investors looking to set it and forget it. Learn more here.
Customer Problem
Customers want to see all of their accounts in one place, in order to get a good idea of their overall financial picture.
Business Problem
In order to have a competitive offering, we need to implement account servicing on Capital One’s servicing platform. This platform has intense governance overhead. Decreasing the scope of what we can build for an MVP implementation.
My Role
Use UX research insights to find opportunities to deliver customer value in a very lean experience.
Collaborate with designers on the centralized Capital One design team to establish appropriate visual patterns to leverage for the features we intended to build.
Gaining approval on designs from the Capital One account servicing governance team.
Designing the core account servicing experience, in high fidelity, on mobile, tablet, and desktop breakpoints.
Overseeing another designer, creating the money transfer experience.
Overseeing and managing a designer creating the iOS and Android experience.
My Approach
Before our team dug deep into the account servicing experience, our UX research team conducted dscout to understand how people with robo advice accounts currently interacted with their servicing experience. We found that customers needed:
To check their balance
Check the status of transactions
Deposit or withdraw money
Performance tracking
It’s nice to have:
Performance charting
Simulators
Based off of our timeline and tech feasibility we focused on providing customers with their balance, transaction history, and transferring money.
The Outcome
Due to governance overhead, I worked quickly with support from our design team and regulatory partners to define the core experience. I collaborated with a representative from the design governance team to make sure we could anticipate feedback and address red flags early on. I was able to gain swift approval, giving our UX team good runway to get ahead of our engineering partners.
Our team was effectively able to move through reviews and milestones due to the review cadences and checkpoints set up. Ultimately, delivering a servicing experience that offers customer value, while ensuring we were still compliant with our regulatory obligations.
