Transforming Financial Management: Enhancing User Experience for Admins
Overview
The commercial card platform lacked essential features needed to support our customers in their accounting processes. To meet industry standards, we prioritized adding a few crucial features that would significantly benefit our customers. I played a key role in creating a strategic plan and leading the design of vital components, including an alerts and notifications center, custom reporting, and self-resolution tools for urgent account issues. The result is an improved user experience for administrators, providing them with powerful tools for better financial oversight.
Team
(Me) UX designer and researcher
Content Strategist
Product Manager
Tech Lead
Timeline
November 2022 - August 2023
Due to an NDA, I can’t share the final designs for the project but feel free to contact me at briyana.johnson@gmail.com to learn more about my contributions to this project :)
Capital One’s Travel & Expense product
Challenges and Objectives
Alerts and notification center:
Design a settings center that allows users to personalize alerts for their different corporate card accounts.
Prioritized alerts to enhance admin efficiency in managing accounts.
Result: Users now have the ability to receive timely alerts and valuable insights about their account activity.
Custom reporting:
Develop a custom reporting feature that allows admins to create tailored reports for transaction insights and reconciliation.
Concept and usability test UIs to understand how to build a seamless report generator.
Result: Admins can choose the data they want to view in their reports, allowing them to make data-driven decisions and reconcile efficiently.
Self-Resolution Flows:
Introduced self-resolution flows, enabling users to independently resolve account issues without contacting customer service.
Optimized user guidance through extensive user testing, simplifying issue resolution.
Result: Reduced the need for customer service assistance and saved time.
How I helped:
Communicated the complexity of the project and the need for a broader project scope. Advocating for a broader scope enable us to attain the foundational knowledge we needed to design an accurate solution
Leverage research findings to advocate for the implementation of the solution. The research helped us get buy-in from engineers to proceed with building the back end that supports this work
Designed a solution that addressed the immediate implementation and the long-term scalability for future work. We successfully prioritized the feature while maintaining a holistic perspective of the overall user experience