Creating a North Star vision for a credit monitoring platform
Capital One's commercial bank was expanding their investment to modernise internal tools for originating, managing, and monitoring commercial loan portfolios. COMET, a tool for internal associates was in need of further development and user experience enhancements.
Reimagine the COMET platform to enable users with a better dashboard view of credit monitoring and risk management and help the commercial bank maximise profits and avoid any potential loss.
Explore, design and present an iterative North Star vision allowing a common goal of building brand value, inspiring competency and building trust with associates through an evolutionary user experience.
The solution was well received by numerous stakeholders and senior leadership. Increased investment was guaranteed as a central initiative for the commercial bank.
Product design lead
Desk research, in-depth interviews, data analysis , HMWs, brainstorm, analogous ideation, journey map, prototyping, roadmap, user-testing, presentation.
Process
Discovery
As a newly formed team of designers, product managers and tech leads, we kicked off our research with a series of activities. I facilitated a number of context framing excercises, including activity frequency mapping, future state sketching, and knowns versus unknowns into the current state of the dashboard. Interviewing our subject matter experts (SMEs) partners enabled us to understand where in the process we needed to explore more.
To better visualise such an ambiguous piece of work I developed an analogous concept around the comparison of a truck traveling down a highway. This proved a useful tool as we embarked on an "empathy" tour to gain more insight into the day-to-day tasks associates have to contend with throughout the life-cycle of a loan.
The tour enabled us to identify current pain-points and a better understanding of the day to day tasks and tools associates have to contend with. Two key themes when monitoring financial credit performance became clear.
- Operational monitoring - of scheduled activities and compliance events
- Credit monitoring - of credit performance of an individual loan, portfolio and customer
Ideation
Our discovery work helped shape the direction of our ideation workshops. I helped the group formulate our how might we statements and the framing of idea creation.
Grouping of ideas and feasibility discussions brought out strong solutions we could carry into testing.
Testing
From the top ideas I set to creating workable prototypes for testing. I scheduled sessions with internal associates to validate our concepts and further pushing our solutions for key areas of the dashboard.
Development
From the many rounds of testing I then began to build out an iterative development roadmap for the main dashboard. This North Star view allows us to establish a common goal of building brand value, inspiring competence and building trust with associates through an evolutionary user experience. It also enables us to strategise and plan for future iterative experiences, as more data and technical capabilities become available.
