Capital One
Hello New Home. Refinanced Home.
The Design Challenge
Challenged by the Home Loans business to research, design, and build a differentiated user experience, by re-envisioning, and shaping a new Home Loans direct portal.
My Roles
UX Design & Strategy
User Research
Prototyping
User testing
User Research
Prototyping
User testing
The Strategy: Digital will radically change the way Home Loans customers interact with Capital One from end-to-end.
Design Strategy
- Redesigned Information Architecture
- Step-by-Step Mortgage Process
- Budget Building and Lifestyle calculators
- Live Mortgage Consultant video calls at closing
Design Research Activities
- Focus Groups
- Design Surveys
- Contextual Interviews
- Usability Testing
- A/B Testing
The Hypothesis: Based on targeted research and user insights, we can build a new home loans experience that places customers on an efficient path to a successful mortgage experience.
The User Flow.
The End-to-End User Story.
