Redesign Core Data
Capital One's middle-layer teams can build a platform that meets current and future use cases, enabling new end customer experiences
Every time you swipe your credit card, data associated with that transaction, account and customer is stored, like:
- The account, the customer name, the card number, the dollar amount for the transaction
- The merchant name, location, date, and point of sale
- The status of the transaction: authorized, cancelled, declined, pending, posted
Capital One receives all data, ~ 40 million transactions per day for millions of accounts and customers and through cleansing and categorization makes this data usable to internal teams
Impact
- Collected 450+ pain points across 50 SME, prioritized 30 data elements for transactions, account and customer critical to Capital One apps and user experiences
- Informed and influenced product roadmaps at the VP level for 2 quarters and beyond
Role
Team
Time
skills
DISCOVER
Capital One's middle-layer teams need to understand how internal platforms like EASE and Empath use data, so they can build a platform that meets current and future use cases, enabling new end customer experiences
Conducted user research, synthesized insights and provided strategic recommendations. Informed and helped align product and tech teams on roadmap and data architecture
Interviewed 50 SME across 10 teams, collected 450+ pain points, prioritized 30 core data features. Influenced product roadmaps at the VP level
Define
Objective
Understand how consuming teams currently utilize Core data, identify pain points, opportunities and insights around the middle-layer data
Contribution
Collaborated on creating design brief. Assisted in participant recruitment and led interview activity for 10+ focus groups. Transcribed interviews and pulled relevant quotes
Result
Completed 3 research briefs for each workstream & 20 transcribed interviews with relevant insights, pain points, etc., highlighted for the research report
Design
Objective
Synthesize interview insights into a list of prioritized platform capabilities and deliver a finalized research report
Contribution
Assisted in tagging, clustering and summarizing notes. Collaborated with partners to refine themes and insights. Collaborated on research reports. Built a prioritization framework based on user research and product feasibility
Result
Delivered 3 reports to respective product and tech partners (Transactions, Accounts, Customer) and rank ordered 30 core data features
Synthesize
Objective
Provide partners with qualitative and metric backed recommendations based on user research for middle-layer database architecture
Contribution
Collaborated in building a storytelling deck and crafting a roadmap based on feature prioritization. Mapped user research themes to product’s OKRs. Co-presented work to SLT
Result
Helped shape 2 quarters of design engagement and product work for the various data workstreams
Deliver
Design contribution helped shape the foundational understanding, strategic recommendations and the prioritized features for the middle-layer architecture
- Prototyped UI screens (demonstrative only) to represent the possible end customer experiences enabled by the underlying data and platform recommendations.
- The journey to Core modernization is set until 2025, several of the research findings are in production today, in the form of APIs that internal teams can leverage (Such as a Card Transactions API which allows any team building with customer data to pull the most relevant information)
.png)
.svg)