CUSTOMER DEPOSITS AND PAYMENTS

Redesigning how bank tellers process customer deposits and payments.

Role Lead product designer

Timeline Jan 2026 - June 2026

Skills

UX/UI design · Product strategy · User research

> Context

Back office associates transact on over 200k customer transactions a year from physical mail that is sent into Capital One back office branches. In order to process these transactions, associates have to bounce between two different platforms called E4A and TranSend. E4A is the Capital One associate facing platform, while TranSend is a third party legacy platform.

Our goal is to migrate all experiences off of TranSend and into E4A so associates only have to use one platform to do customer transactions.

I led the end to end design process for this migration effort, partnering closely with product, tech, and our back office associates to modernize the legacy workflows to reduce processing times and minimize transaction error rates.

> Problem

Having to use two different platforms to complete transactions increases the amount of friction in understanding two experiences and the amount of time needed to complete processing. On average, associates are processing hundreds of transactions per day, and they need to be able to complete transactions quickly and prevent the amount of errors that occur.

Associates are are extremely used to the current workflow in TranSend, even though it comes with a lot of friction.

> How might we

Reduce processing times and transaction error rates when making customer deposits and payments without drastically changing tellers' workflows?

> Process

1. Understand current experience with the legacy platform

2. Discovery research session with users (back office associates)

3. Initial design explorations based on feedback from research session

4. Share designs with product and tech team to determine feasibility

5. Usability testing research with users (back office associates)

6. Iterate based on user feedback

* Repeat steps 3-6 before design review and final product and tech handoff! ⟳

> Challenges and solutions

Challenge

Transactions have countless edge cases, making it hard to capture them all in a single, unified workflow.

Solution

Partnered closely with back office associates through regular feedback sessions to surface and validate edge cases.

Challenge

Payments and deposits had different requirements and separate product owners, making it hard to decide what to unify vs. keep separate.

Solution

Mapped overlapping vs. diverging journeys, then aligned with product, engineering, and users to maximize reuse.

Challenge

Balancing associate feedback with business requirements.

Solution

Partnered with cyber, risk, and users to find solutions that worked for every stakeholder.

> Impact

Cost reduction Migrates 249K annual transactions ($599M volume) off the legacy platform. This directly enables its decommission, saving $3.2M in annual maintenance savings.

Risk mitigation Redesigning the whole flow to verify the customer before depositing funds, preventing operational errors that requires manual transaction reversals.

Time decrease Decreases the amount of time for associates to understand two separate platforms and go through two separate workflows when completing transactions.

> A sneak peak into some designs!

Before - TranSend

After - Capital One platform (E4A)

I'm not able to disclose too many details, please reach out via email to hear many more cool things about this project!

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