Rebel Exceptions - A Complex Process Made Easy Through Design

Project Summary

This project focused on redesigning the exception process for Capital One Auto Finance's Rebel underwriting tool. As Lead Product Designer, I aimed to streamline a cumbersome process that was hindering loan approvals and negatively impacting revenue.

Problem Statement

Underwriters at Capital One Auto Finance were approving only about 10% of credit policy exceptions each month. These 'exception' loans were still profitable, but the process to grant them was too time-consuming, frustrating Relationship Managers (RMs), and causing delays for dealers. Key problems included:

• Managing exception requests and responses via email was inefficient and difficult to track.
• Writing up exception requests and approvals was time-consuming.
• Underwriting exceptions caused frustration for dealers.
• Timely approval of expiring MEMAs (loan approvals) was critical.
• There was no good way to track and manage system issues related to exceptions.
• Audits of exceptions were strictly enforced, requiring thorough documentation.
• Compliance concerns existed regarding the quality of exception approval documentation.
• Certain structural changes did not require re-approval, raising further compliance issues.
• RMs were spending an average of 2.5 hours waiting for exception approval.
• Approvers were spending an average of 8.5 minutes on each exception.

Empathy Research & Insights

I began by reviewing insights from Product Designers (PdMs) who had previously worked on exceptions. I also conducted further research to gain a deeper understanding of the challenges faced by users.

Key Insights:

• RMs found it tedious to locate all the necessary details for exception requests, and case requirements were often unrelated to the specific exception.
• RMs struggled to know who could respond most quickly to their requests, leading to delays and wasted time.
• Managers found it time-consuming to gather all the relevant metrics needed to make informed decisions on exceptions.

Service Blueprinting

I facilitated blueprinting sessions with Subject Matter Experts (SMEs) from underwriting and funding teams to map out the current and future state of the exception process. My PdM and I alternated between documenting the blueprint and facilitating the discussions.

Key Activities and Outcomes:

• Created current and future state blueprints for both Underwriting Exceptions and Funding Exceptions to ensure all stakeholders were aligned.
• Focused initially on Underwriting Exceptions, as this was the immediate priority.
• Invited SMEs to ensure accurate documentation of all steps and pain points.
• Documented the current state blueprint and then, in a subsequent workshop, created the future state blueprint.
• Defined the main goal: to make the process easier and faster for underwriters.
• Used the blueprints to guide the creation of wireframes and the final UI design for Rebel.

Wireframes & Prototyping

After the discovery phase, I created wireframes to test and validate potential solutions.

Key Activities and Outcomes:

• Created low-fidelity digital wireframes in Balsamiq to focus on flow and functionality over visual details.
• Exported wireframes to interactive PDFs for easy click-through and stakeholder alignment.
• Used wireframes for both stakeholder alignment and user testing.
• Created 3 wireframes for different exception types before creating a "worst-case scenario" wireframe to test a linear flow for all exceptions.

UI Design & Implementation

After usability testing, I designed the final screens in Sketch and prototyped them in InVision.

Key Design Decisions:

• Consolidated all information needed to make an exception case, eliminating the need for multiple modals and clicks. RMs, as power users, appreciated having all necessary data readily available.
• Adhered to the Rebel style guide to ensure UI consistency.
• Designed the solution for desktop use.
• This consolidated information design was the most praised feature in Rebel.
• This was the first phase of exception simplification, with the next phase focused on requesting and routing exceptions.

Results & Impact

The redesigned exception process had a significant positive impact:

• Achieved 86% 'Satisfied' or 'Very Satisfied' rating in user surveys.
• Ranked as the #3 most praised aspect of the Rebel tool.
• Increased exception usage by 286%, generating millions of dollars in annual net present value (NPV).

A Relationship Manager stated in an NPS survey: "I love being able to make exceptions at ease."