Capital One's internal auto loan servicing platform is a critical tool for customer service representatives (CSRs) who assist customers with their auto loan needs. As a UX designer, I observed CSRs assisting customers who have called in for support during difficult financial situations, and I have identified several areas for improvement in the platform's design.
Problem
The primary issue that I observed during my over-the-shoulder observations was the time it takes for CSRs to access and process customer information. The platform's interface is cluttered and confusing, making it difficult for CSRs to quickly locate the information they need. Additionally, the platform's navigation is not intuitive, making it difficult for CSRs to find the tools and resources they need to assist customers effectively.
Solution
To address these issues, I proposed the following design changes to the internal auto loan servicing platform:
- Simplify the interface: The platform's interface is cluttered and confusing, making it difficult for CSRs to quickly locate the information they need. To simplify the interface, I proposed a redesign that includes a clean and minimalistic layout, with clear and concise labels for each section of the platform.
- Improve navigation: The platform's navigation is not intuitive, making it difficult for CSRs to find the tools and resources they need to assist customers effectively. To improve navigation, I proposed a redesign that includes a clear and consistent navigation menu, with easy-to-understand labels for each section of the platform.
- Increase speed and efficiency: The time it takes for CSRs to access and process customer information is a significant issue. To increase speed and efficiency, I proposed a redesign that includes a search bar that allows CSRs to quickly locate customer information, as well as a streamlined process for accessing and processing customer information.
- Add customer self-service options: Many customers prefer to handle their own auto loan needs, and providing self-service options can help reduce the workload on CSRs. I proposed the addition of a customer self-service portal that allows customers to make payments, check account balances, and access other useful information.
- Add support for mobile devices: Many customers prefer to access their auto loan information and make payments using their mobile devices. To support these customers, I proposed the addition of a mobile-friendly version of the internal auto loan servicing platform.
Conclusion
The design of Capital One's internal auto loan servicing platform is critical to the success of the customer service representatives who assist customers with their auto loan needs. By simplifying the interface, improving navigation, increasing speed and efficiency, adding customer self-service options, and adding support for mobile devices, we can improve the overall user experience and make it easier for CSRs to assist customers effectively.