Aggregated Risk Report
Industry
Financial Services / B2B
Client
Capital One
Service
UX Lead
Date
Sept 2021 - Mar 2024
Creating clarity & control over third-party risks.
Empowering Capital One to comprehensively identify, track & manage material risks through a dynamic and data-powered experience.
Process
We used three research methods to guide design and iteration. We began with empathy interviews to capture fresh user experiences, uncovering edge cases. As design progressed, focus groups became our go-to for rapid feedback, refining prototypes and MVP requirements as engineers planned development. By 2023, our MVP was live! A pilot with 12 key suppliers launched the first quarter of ARRs. To ensure success, we surveyed users post-ARRs, gathering timely feedback from both the pilot group and broader Capital One employees new to the process.
Challenge
The PDF’s formatting issues disrupted the ARR process, straining resources as developers with limited expertise struggled to fix it. Some third-party managers reverted to old methods, while others reviewed ARR in-app. To resolve this, the product team tasked the tech lead and me with designing a non-PDF solution.
Results
Automated 28% of data sources necessary
Grew overall user base by 25%
Increased application visibility throughout Capital One as trusted 3rd-party service
In Conclusion
We increased user satisfaction 30% by launching a non-PDF solution that helped cease our PDF's formatting issues. In addition to the end user, the customer was also extremely happy with the final solution.
In the future, our users have requested they would like remaining data sources implemented, additional email notifications, spell check functionality and ability to tag contributors. The Product Manager of the Supplier 360 application team started working on an ARR enhancement roadmap to ensure we continuously deliver new features to the experience. The engineering team has plans to research a more efficient PDF solution to possibly resurface the PDF generator in the future & further automate the experience for third-party managers.
