Capital One — Loss mitigation mobile redesign
Redesigning the mobile servicing experience for customers behind on payments—bringing clearer hierarchy, enterprise-aligned patterns, and more empathetic guidance without losing what makes Loss Mitigation workflows distinct.
Context
Loss mitigation sits in a sensitive moment: customers need to understand what they owe, what happens next, and how to get support—often while stressed. Legacy stacks and inconsistent UI had made payments harder to parse for both customers and internal teams.
Challenge
- Legacy complexity. Older flows and mixed patterns made it difficult for customers to complete payments confidently.
- Alignment overhead. Our line of business had specific needs while still having to meet broader enterprise standards—a balance that slowed decisions when unclear.
- High-friction moments. Confusion at past-due states translated into weaker engagement with payment options and more strain on support channels.
Approach
- Cross-functional partnership. Worked with servicing—including performing loans—to shape a coherent solution rather than a one-off Loss Mitigation patch.
- End-to-end audit. Mapped the journey to spotlight inconsistent UI, weak hierarchy, and accessibility gaps before proposing fixes.
- Enterprise-ready patterns. Iterated on flows (including bottom-sheet treatments) that matched company-wide standards while still fitting Loss Mitigation requirements.
- Quick wins. Prioritized changes such as clearer past-due amounts and more direct paths into payment options—reducing friction without waiting for a full rebuild.
- Copy with empathy. Tuned microcopy so guidance felt calm and confident, not corporate-dense.
Outcomes
- Stronger uptake of payment solutions across servicing touchpoints.
- Fewer abandoned flows and less recurring confusion in support scenarios.
- Design direction adopted more broadly within servicing—creating leverage for future iterations.
- Deeper craft at navigating large-org constraints: persistence, stakeholder storytelling, and tying design choices to measurable servicing outcomes.
Specific metrics are omitted here; happy to discuss impact and scope in conversation.