I redesigned Capital One’s auto loan refinance experience, including pre-qualification, offers, and post-qualification.
Impact includes—
+ 7.2% lift in Sign-in to Submit application rate
+ 4.7% lift in Sign-in to Contract rate
+ ~4% lift in Application to Contract rate
Role Product designer
Duration 8 months
Tool Figma
ⓘ HOW AUTO REFINANCE WORKSPROBLEMAlthough mobile traffic nearly doubled that of desktop, mobile users completed pre-qualification at lower rates than desktop users.
The current mobile auto refinancing experience was overwhelming and tedious due to cognitive overload and lack of trust.
SOLUTION AND IMPACTAfter collaboration with design, legal, tech, and product teams, I was able to redesign the auto refinancing journey. Here are some results:
Pre-qualification into a modular experience:
A/B testing was performed on 50% of users randomly selected via Adobe Target.
+ 7.2% lift in Sign-in to Submit application rate,
+ 4.7% lift in Sign-in to Contract rate,
and my designs became the new control for both mobile and desktop.Redesign of the offers page:
+ 4% relative increase on Application-to-Contract rate that’s statistically significant, which is nearly $200MM incremental annual originations and $3.5MM marginal NPV annually.Designing the joint borrower flow for Finicity, a way to provide proof of income:
+ 11% increase of Finicity adoption rateand more…
Contact me to learn more details about the design process or…
