* Details omitted due to NDA. Reach out for more information!*

Cohesive accounting acosystem: a strategic overhaul

Overview

Realign the UX strategy and product vision for Capital One’s external-facing Accounting Suite services. This initiative was driven by the need to increase adoption, improve inbound/outbound payments, and lay the groundwork for scalable, long-term enhancements.

Objective
Develop a clear, research-backed UX vision and strategy that addresses dealer pain points and business goals to create a cohesive accounting ecosystem.

Role

UX researcher, strategist, & service designer

Timeline

September 2024 - July 2025

Deliverables

Research findings, personas, competitive analysis, feature prioritization, vision cast

Strategic Approach

Outcomes (so far)

 

3 features from the 2025 priority list and vision cast are currently in different stages of development.

  • Handoff: A digital payments feature that allows dealers to pay via ACH, dealer reserve, or check. This is expected to reduce outstanding collections to under $1 million.

  • Production: Notifications that alert dealers to new collections, bonus compensation, and unperfected titles.

  • Production: Payment request forms that enable internal associates to pay dealers on an ad hoc basis—allowing over 1,000+ transactions to be processed with minimal agent oversight.

 

Next steps

After collaborating with the team on the new design strategy, I built buy-in for an accounting suite redesign. I'm currently developing a prototype to gather feedback from internal associates and dealerships

 Lessons learned

Designing within a fragmented ecosystem requires strategic thinking.
With over 10 teams and 4 platforms involved, success hinged on designing for scalability and consistency across systems.

Change management is part of the design process.
Redesigning core accounting tools impacts internal workflows, making it essential to think holistically.

Buy-in is earned through clarity and communication.
Gaining support for the redesign required clearly articulating the strategy, value, and long-term impact to leadership and collaborators.

  *Details omitted due to NDA. Reach out for more information!*