Improved Information Architecture
Capital One Consumer Bank
After witnessing a research participant struggling to locate the account setting feature in a usability session, and ultimately abandoning the search after a minute, it became evident that there were shortcomings in the information architecture hindering customer usability.
To enhance the navigation experience, my subsequent recommendation was development of diverse navigation models. This included conducting a series of tree tests to discern the most effective structure and subsequently comparing the outcomes with the current navigation framework for a comprehensive evaluation.
I also worked closely with UX designers and researchers not just in the Consumer Card group but also in the Consumer Card and Automotive teams. A key focus was to make it easier for customers with multiple financial products to manage their accounts. In the past, customer experiences were created separately, without thinking about situations where Consumer Bank and Consumer Card customers overlapped.
By teaming up with different groups, I wanted to fill in these knowledge gaps and create a seamless experience for all customers, regardless of their account types. This joint effort helps better serve the specific needs of individuals with various accounts, resulting in a more user-friendly and integrated navigation experience on the platform.
The finalized navigation model proved to be highly effective, boasting an impressive 98% success rate. Additionally, it showcased notable enhancements in task completion time, ensuring that participants could swiftly navigate to their desired destination with ease. In contrast, the control model yielded a mere 74% success rate, coupled with considerable delays in task completion for participants during the testing phase.
My role:
Consumer Bank UX Lead
Created Consumer Bank IA test models
Partnered with Card, Auto to create integrated models
Ran tree tests using Optimal Workshop, recruited existing Consumer Bank customers
Created findings reports to communicate findings to stakeholders