Capital One
Customer service during life's hardest moments
Role: UX Design + Research
Capital One’s Auto Finance group came to projekt202 for help with a complete redesign of their call center agent application to better serve both their customer service agents and their customers. By sitting with agents as they handled inbound customer calls, we were able to understand the biggest pain points and opportunities within the existing application and deliver a new design that allowed for a more powerful, more accurate, and easier to use application.
Better software, better service
Customer service agents needed to be able to be financial detectives and empathetic financial counselors all on the same call, we designed a system that would automate repetitive tasks, expose powerful research tools, and even suggest material to make chit chat easier.
A look at the process.
Our team embedded within the Capital One product team and with customer care agents to dive deep into understanding agents’ needs, aspirations, and goals in serving the customer. We directly observed agents taking calls and helping customers so that we could find the holistic story around the use of the system, identify insights and opportunities, and inform the strategy for moving forward.
And here are the results.
Based on the research, we put together prototypes of key flows that would allow agents to both connect with customers but also provide consultative financial advice. With a customizable dashboard, powerful search and research tools, and a variety of intuitive payment calculators and schedulers that ultimately would help agents keep customers in their cars.