Built clarity around future payments

Led design for Upcoming Transactions, showing upcoming payments, bills, or recurring transactions. Decreased Capital One call center volume.

Industry

Fintech

Audience

10M Accounts

Platform

Desktop/ Mobile Web

Overview

I led the redesign of the Upcoming Transactions feature after identifying a major gap in how members understood future payments. By reframing the problem and collaborating across design, engineering, and leadership, I created a scalable solution that improved clarity, reduced call volume, and introduced a new system-wide calendar view.

Role

Lead Product Designer

I led discovery, product thinking, design strategy, and execution. I also identified the initial problem and framed the opportunity that led to this feature being prioritized.

Challenge

Members were regularly calling support with confusion about upcoming or pending transactions, especially auto-payments and future-dated withdrawals. The interface didn’t clearly differentiate between posted, pending, or future transactions. Internally, teams were unsure how to separate these states or present them without creating more confusion.

What I Did

We introduced a visual upcoming transaction calendar, giving users a clear, centralized way to view and anticipate their future activity.

Key features included:

  • Week/Month toggle for flexible viewing

  • Clean visual hierarchy showing dates and transaction types

  • User-tested interface validated via Usertesting.com

  • Streamlined flow that fit within development constraints

This redesign empowered users to track future transactions confidently and led to measurable reductions in support calls.