Decision Support • Omnichannel • Service Design

Digital Self-Service Engine: Automating Regulatory Guidance

Streamlining complex, multi-party workflows to reduce administrative burden and human error.

Highlights

Jan 2024 – Nov 2025

$700k+ in Opex savings

Lead Product Designer & Researcher

Capital One

Executive Summary

Led the end-to-end redesign of the Title Maintenance experience to transition a manual, error-prone process into a transparent, digital self-service ecosystem. By digitizing the Title Maintenance request flow, updating the underlying rules engine, and launching an integrated omnichannel communications strategy, the project delivered significant operational efficiency and improved customer trust.

The Problem

Customers faced a confusing, high-effort journey when managing vehicle titles. The process lacked clear guidance, digital resolution options, and proactive updates, forcing users to rely on inaccurate online information or manual intervention from the DMV and lenders.

Discovery & Insights

Through internal audits and customer interviews, I identified critical friction points:

  • Unnecessary Burden: 43% of title maintenance was requested when it wasn’t legally required, leading to wasted time and business costs.

  • Low Digital Resolution: Only 28% of issues were resolved digitally due to a poorly maintained rules engine.

  • Information Gap: Customers were often given incorrect information, resulting in multiple, avoidable trips to the DMV.

  • Manual Bottlenecks: The internal system required manual assignment for every request, risking missed deadlines for high-priority items.

The Solution

I designed a dual-sided solution to bridge the gap between customer needs and internal capabilities:

  • Digital Self-Service: Built an intuitive, mobile-first flow that leverages a new rules engine to immediately tell users if a title change is required.

  • Transparency: Implemented a progress tracker showing real-time stages: Requested, Shipped, and Meet docs at DMV.

  • Internal Management System: Designed a new queuing system for agents featuring team-level reassignment, urgency alerts, and end-to-end editing capabilities.

  • Omnichannel Communications: Developed a communications strategy to keep customers informed throughout the process.

Transparency

Digital Self-Service

Internal Management System

Omni-Channel Communications

The Results

$700k+ in Opex Savings

Due to increased operational efficiency and a reduction in calls.

Increased Operational Efficiency

Drastic reduction in calls per transaction and unnecessary manual processing.

Increased Customer Satisfaction

Projected increase in NPS and decrease in formal complaints.

Next Steps

Implement remaining digital features: The first release majorly improved the customer experience; there are still certain capabilities that are not yet possible in the online flow.

Further personalize communications: Create additional communications across channels tailored to specific customer groups.