Encouraging customers to enroll in digital mail in replacement of physical mail.

Customers who still receive paper statements and letters cost Capital One more to serve and create a less convenient experience overall. Our goal is to encourage more customers to switch to paperless communications.

I led research and design to understand what keeps people on paper and what would make going paperless feel safe enough to try.

Customers aren't avoiding paperless out of habit — they have real reasons to stay on paper, like forgetting to pay a bill without a physical reminder, or wanting a backup if the app goes down.

Preferences also aren't all-or-nothing. Customers were fine moving statements and notifications to digital, but hesitant about documents like taxes.