UX Case Study
Zelle®
Zelle is a US-based digital payments network owned by Early Warning Services, a private financial services company.
Role
Lead Designer bringing the Zelle® experience at Capital One into EWS compliance
Results
Greater trust and user adoption, contributing to year-over-year increases from $187b to $307b
Through the Zelle network (owned by the US-based banks Bank of America, BB&T, Capital One, JPMorgan Chase, PNC Bank, US Bank, Citibank and Wells Fargo), enrolled users can send and receive money directly in and out of their registered bank account.
Capital One’s Zelle experience satisfied basic functional criteria for a time, but had fallen out of compliance. As the Zelle network grows, new use cases are identified by EWS and incorporated into their guidelines. Participating banks are expected to keep pace with these mandated updates.
Through a reiterative certification process, banks work with both design and tech teams at EWS to ensure participant compliance. As the lead designer on Zelle at Capital One, I was directly involved in the reiterative design process. I was able to apply my UX and UI expertise to successfully negotiate (and often reconcile) two mature design systems to bring the Zelle experience at Capital One into EWS compliance. And guide the way for a more fully integrated Zelle experience with multiple touchpoints in the Capital One app experience.
Work on Zelle functionality has been divided into seven separate sections in this case study, accessible below:
