Title maintenance experience

Impact: -$800k/yr ops cost; higher status transparency; fewer inbound calls

Problem Customers needed registration/titling documents and historically had to call support. The legacy flow created delays, low transparency, and high agent load. Approach • Defined an end-to-end strategy to move title maintenance into the Capital One app and web. • Designed a simple request flow that clarifies what to submit and what happens next. • Coupled the UX with a communications plan (email, SMS, push) tied to key milestones. • Modernized the agent UI to streamline exception handling and reduce context switching. Outcomes • Reduced avoidable calls by enabling self-serve requests and status visibility. • Faster cycle times from clearer inputs and fewer back-and-forths. • Ops savings and happier customers through transparency and proactive comms.