User research for Secured Card at Capital One

Unified fragmented eligibility, compliance, and UX logic into a cohesive Secured Card experience for Capital One’s subprime applicants.

Role

UX/UI Designer

Industry

FinTech

Duration

6 months

Key Outcomes:

Improved applicant comprehension of secured card terms (validated through user testing)
Reduced user hesitation and drop-off at the counter-offer decision point
Increased engagement with overfunding options

Challenge

How might we reduce drop-off among declined applicants receiving secured card counter-offers?

Key Outcomes:

Improved applicant comprehension of secured card terms (validated through user testing)
Reduced user hesitation and drop-off at the counter-offer decision point
Increased engagement with overfunding options

Challenge

How might we reduce drop-off among declined applicants receiving secured card counter-offers?

Solution

Tested three IxD patterns, found decision gaps, and recommended a clearer, trust-focused interface

Impact

Reduced decision-point abandonment through

simplified messaging

Improved engagement with overfunding options by replacing tooltip-based content

Why it matters

Transformed a compliance-heavy conversion point into a user-centered flow, which improved accessibility and supported Capital One’s inclusive credit strategy