The Product: Commercial Card Sales Enablement Tool
While embedded within a product team, I designed a data & document exchange tool. This tool provided Capital One Commercial Bank clients and associates with a simple, secure, and seamless digital service to exchange data and documents.
To improve the tool iteratively, I ran frequent feedback sessions with our internal associate users. This case study tells the story of one problem and solution.
The Problem: “I’m scared to ask the CEO to fill out these forms”
Client-facing associates are often selling products to prospective clients in order to book business and meet sales goals. “Sealing the deal” by getting application forms completed and signed is the most important part of their job.
Sales associates worried that CEOs, who they needed to sign final documents, would be turned off by taking time out of their busy schedule to fill out and sign administrative documents.
The Process: I led a Design Sprint with our Sales Associates and the product team.
This design sprint included:
Journey mapping activity with our sales associate users
Synthesis session with the tech team
Sketch & brainstorm activities with the tech team
Agreement on an MVP solution
The Outcome: The product team learned more specific pain points that our associates and clients face
Form was often being filled out incorrectly, wasting time and causing frustration
Day-to-day contact at the client was left out of the process
Sales Associates felt lack of control and confidence in the process
The Solution: Collaborative & Routing document request features
Pre-fill document with existing data
Allow “contributor” to complete form, rather than the CEO
Ask CEO to do as little as possible
The Impact
Reduced turnaround time for document completion by 66%