Capital One

How can you make account opening more personal?

Whether a customer is deciding to open a new financial account or using an existing one – they are overwhelmed by  options, features and time needed to manage the process. Plus, the proliferation of new financial apps have left many folks confused and anxious. Through the use of machine learning and implicit and explicit data inputs, I've been able to design more personal and compelling experiences for customers. This allows for more precise targeting which enables delivery of insights and suggestions based on transaction history or and product recommendations during the marketing journey. These features have delivered more customer engagement and improved completion rates +60% and 20% lift to new application submits. Importantly, customer perception also improved being seen as a brand that cares about the consumer's best interests. 

​

What was my role?

I was on the experience design leadership team overseeing the operation of a large design organization. I directly managed a team of 25+ designers focused on customer journeys related to finding and choosing a product, applying and approval, account opening and onboarding. Stewarding both web and native flows across retail bank and consumer credit cards – I partnered with performance marketing teams and managed funnel optimization, campaign support as well as long term innovation and feature development. 

​

How did you leverage AI in the customer experience?

When I first joined Capital One, I was VP of Conversational AI Design and Messaging. In this role I led 100+ designers focused on AI product design for “Eno,” a virtual assistant that provides customers with real-time answers, account information, and insights to help them manage their finances. Experiences included chatbots, personalized financial account insights, and security alerts. We created new proactive and reactive conversational AI experiences expanding across multiple product lines helping improve customer engagement +50%. ​