Recent Contacts
fig. 2.1: Zelle Recent Contacts Flow
Background
Prompted by customer frustration (according to Capital One call center data) with manually entering Zelle recipient contact information (email or mobile number) each time s/he wants to send or request money with Zelle, we needed to allow customers to see recent recipients.
Problem Statement
As a Zelle user, I want to be able to see recent recipients to make it easier to send them money again.
Understanding User (Empathize & Design)
Re-entering data needlessly is a customer frustration. Through internal informal research and review of external user feedback channels, we were able to verify this was a problem for our customers.
Low Fidelity
Because native Address Book functionality was leveraged, we were able to move directly to mid-fidelity concepts in Sketch. And the product team was confident in the solution; no testing was done prior to the new feature going into production.
Ideation
In service of transparency, the Zelle-registered name of the recipient is displayed with the recipient’s registered email address or mobile number (in Zelle parlance, this is a ‘token’).
Pre-registered recipients display the email address or mobile number only as they are unknown recipients in the Zelle network and therefore do not have a token owner displayed. The ‘ownerless’ token display implies that the transaction is currently incomplete; money has been sent (or requested) but the pre-registered recipient has not yet taken action to receive or respond.
Final Result
Putting Recent Zelle Contacts into production has resulted in a decrease in user errors by 2000 monthly and a marked increase in customer satisfaction with Send/Request flows.
Learnings
The feature has real benefit for Capital One in the significant reduction in calls and substantial cost savings (as their US-based call centers are high-cost), future iterations can have even greater transparency so the customer can make better-informed decisions around sending money with Zelle.