Capital One | B2B Payments

Design Year: 2020

My Role:

I led design and delivered high priority features on Commercial Bank mobile app Intellix (Positive Pay, Push Authentication, International Wire Transfers, and Password Reset) to immediately add value to customers and business.

I also led research on what a unified Treasury Management and Commercial Card mobile app would be in order to establish the vision of the product/services in a destination state, and provide a holistic and strategic approach to positioning mobile for B2B Payments.

B2B Mobile Strategy

Research & Discovery

The Commercial Bank is considering approaches to a holistic mobile strategy and how Intellix Mobile fits into that strategy.  The design team was approached to provide insight to help inform strategy which will determine the future direction for Intellix Mobile.

Most research for the app was feature based and really wasn’t centered around learning what mobile commercial banking should look like.  This initiative will be more greenfield, discovery based in that we want to learn about commercial bank customers and the competitive landscape with regard to mobile.

Interview and Observation

Our study is pivoted to capturing customer needs, attitudes the customer has about their day-to-day and products they use, business context that may impact the participants day-to-day and how we build and market our products, devices businesses use and their policies, insights into how businesses make or receive payments, how businesses use mobile apps and the behaviors that result, concerns about mobile security, access and trust, impact that Covid-19 has on the business and behavior.

Synthesis & Analysis

When our participants were asked “What is currently preventing you from using mobile banking for your business?” Nearly a fourth of the respondents expressed concern over security, while one third either cited a preference for their computer or a lack of need and some noted lack of available functionality at their primary bank. It was clear that many did not see the value of the channel citing that it was easier to use the computer, they had no need and personal preference. Comments received included:

“All our remote connections by PC are through VPN. [I am] not confident mobile banking is as secure.”  - $100MM-<$500MM company

“I currently do not have a need to use the mobile channel as I am in the office with a desktop computer.” - $10MM-<$25MM company

To boost adoption, the value proposition for mobile banking needs to be clear for middle market companies. Interestingly enough, as many companies move to a remote working environment in response to Covid-19, our mobile app has a significant increase of adoption. It’s our opportunity to leverage the new behavior and strategize mobile banking to be an important tool for your clients.

The recent push to work remotely due to coronavirus has accelerated mobile adoption, cementing mobile’s position as a reliable backup option for Intellix Web. While mobile functions as a secondary option for accessing web features, mobile also offers its own unique value props of security, stability, and convenience. Investing in our mobile experience will ultimately drive value for both the business and our customers through operational efficiencies, client satisfaction & retention, and in turn more profitable relationships.

Positive Pay

Positive Pay is an automated fraud detection tool offered by Treasury Management. It is a service that matches the account number, check number and dollar amount of each check presented for payment against a list of checks previously authorized and issued by the company. All three components of the check must match exactly or it will not pay.

Product has done comprehensive competitive research, we believe that it’s a significant feature that can keep us at parity with our competitors. Based on learnings our mobile research, mobile plays a key role simplifying workflows that do not require extensive computing and filing work. We believe that this is a feature worth our investment, it’ll help change user behavior of using mobile and increase our mobile adoption.

The project end goal is to implement check positive pay customer experience on Intellix Mobile. MVP is focused on closing the gap of customer receiving alerts and taking actions in time through mobile.

Learnings

I facilitated research synthesis session with the teams, to share our learnings and key insights after the interview sessions. We run an affinity mapping exercise and identified a few themes:

• Positive Pay on mobile would provide value to clients for the use case in which they are away from the office and need to urgently decision an exception item (e.g. on vacation, working from home). This use case would most likely to apply to Small Business clients as they tend to have a more lenient phone/VPN policy and issue fewer checks.

• Users rely heavily on the alerts they receive via email, especially Exception Item alerts, and Cutoff Time alerts. They also feel that reminders would be beneficial. The design imperative on mobile is to alert users through real-time push notifications, and force users to opt in those alerts.

• Check images are necessary for users to verify exception items, but not sufficient. Users also need to check against their internal system-of-records before making a decision. Key fields users verify include check #, date, payee and the dollar amount.

Enhancing the Experience

The current design on web is process-heavy and not setting up for customer success. It’s the mobile’s opportunity to enhance the experience and leverage the capability of decisioning on-the -go. We can optimize the experience with simplifying the process, sending users in-time reminders, and keeping users in the loop with their payment status.

Prototyping

I created a prototype to provide the new mobile experience with receiving notifications, navigating the features, reviewing check information, decisioning pay or return checks, filtering payment history, approving decisions, and checking payment status.

Usability Testing

We conducted usability testing on the prototype with 7 proxy-customers who closely aligned with our client profiles, with experiences with check payments and fraud protection programs.

The objective of the usability testing is to gather qualitative data around whether is feature is easy to use and helps to improve users’ work efficiency. We received positive feedback on the design, the average rating is 5/5 for both.

The main areas we focused on testing were the user flows, information architecture and the content. The goals were to observe how users navigate the alerts, and identify whether users are able to decision exception items and approve decisions smoothly.

I created an observation sheet for my teams to log their observations and notes during usability testing.

Customer feedback

We ran a card sorting exercise to learn about users’ mental model when they navigate the app’s features and functionalities, and to purposely learn how users would categorize Positive Pay. We learned our users navigate based on their workflow rather than their job functions.

The insights that we gained from the usability testing helped us to iterate the design to further improve the experience.