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Capital Payment Portal
The ACV Capital Payment Portal simplifies floorplan payments with real-time updates, intuitive scheduling, and streamlined account management.
Product Design Management I UX/UI Design
Prototyping I User Research
Strategic Context
ACV Capital processed millions in monthly vehicle loan transactions, but the manual and fragmented payment process created confusion for dealers, delayed repayments, and increased compliance risks.
My Role — Product Design & Strategy
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Led end-to-end design strategy and execution for the Capital Payment Portal
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Co-led product discovery with PMs, operations, and compliance to define key constraints and opportunities
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Facilitated alignment across design, engineering, and business stakeholders through workshops and service blueprinting
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Mentored mid-level designers and guided the team in defining a scalable UX approach rooted in user empathy and risk awareness
Our opportunity was to transform a reactive, high-touch operation into a scalable, self-serve digital platform that empowered independent dealers while reducing internal workload and compliance exposure.
Design Process
1. Empathize: Uncovering Dealer Needs and Frustrations
I led discovery efforts to uncover dealer pain points and internal inefficiencies through interviews, workflow mapping, and behavioral analysis, ensuring that we balanced user needs with regulatory and operational realities.
Methods:
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Facilitated interviews with a diverse group of ACV dealers, internal payment processors, and compliance officers
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Directed synthesis of feedback from support calls, tickets, and historical repayment workflows
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Coached the team through insight synthesis sessions to identify recurring patterns and user-system gaps
Key Insights:
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Dealers lacked visibility into deadlines and available payment methods, leading to delays
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Manual, phone-based approvals created friction and heightened audit risk
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Disjointed systems offered no real-time transparency for users or ops teams
The Capital design team, user researcher, and product manager visited dealerships across the US to conduct field usability testing and collect valuable user feedback.
The Capital design team, user researcher, and product manager visited dealerships across the US to conduct field usability testing and collect valuable user feedback.
The Capital designers and user researcher synthesized and summarized the dealers' feedback and suggestions gathered from the interviews, which are documented in the Condens tool.
The Capital design team, user researcher, and product manager visited dealerships across the US to conduct field usability testing and collect valuable user feedback.
Persona Focus:
We focused on the Independent Dealer—small, often family-run operations with limited staff and digital support—who were most impacted by poor visibility and manual touchpoints.
2. Define
To align stakeholders across compliance, operations, and product, we developed shared artifacts and frameworks to ensure a common understanding of workflows, risks, and user impact.
Key Activities & Deliverables:
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Created a service blueprint mapping dealer → ops → compliance interactions
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Defined a ranked list of dealer pain points against compliance and operational constraints
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Developed a User Needs × Business Goals matrix to identify highest-value focus areas
Problem Statement
How might we create a digital payment experience that gives dealers clarity and control, while reducing compliance risk and internal workload?
Mapped Capital payments within the auction ecosystem to uncover critical handoffs across financing, dealers, and post-sale ops.
Mapped the end-to-end onboarding journey to surface friction points, align teams, and guide solution priorities.
Mapped Capital payments within the auction ecosystem to uncover critical handoffs across financing, dealers, and post-sale ops.
3. Ideate: Designing for Flexibility and Compliance
We ran structured co-design sessions to explore solutions that would serve both dealers and internal teams. I helped steer conversations away from over-complication and toward scalable, high-impact solutions.
Key Actions:
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Facilitated design ideation with compliance, ops, and PMs to ensure feature viability
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Defined ideal-state workflows for internal and external user roles
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Prioritized features like scheduled payments, real-time confirmations, and permission-based user access
Facilitated co-design sessions with compliance, operations, and PMs.
Validated the Capital Experience Map with product and engineering to align on dealer touchpoints and portal impact.
Facilitated co-design sessions with compliance, operations, and PMs.
Facilitated co-design sessions with compliance, operations, and PMs.
4. Prototype & Test
We ran structured co-design sessions to explore solutions that would serve both dealers and internal teams. I helped steer conversations away from over-complication and toward scalable, high-impact solutions.
User Testing:
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Created mid-fidelity wireframes and interaction flows in Figma
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Conducted moderated usability sessions with 6 dealers and operations staff
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Iterated on hierarchy, clarity, and compliance visibility based on test insights
Results, Business Impact & Design Leadership
Operational Efficiency & Compliance
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Digitized manual, high-touch workflows, reducing payment errors, and compliance risks.
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Enabled Capital Ops to process repayments 2× faster without increasing headcount.
User & Business Outcomes
User Adoption
+23% within 6 months of launch
Mobile Engagement
+36% YoY
Loan Repayment Compliance
+46% YoY
Maturing UX as a Business Function
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Embedded UX into risk mitigation and strategic planning processes.
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Elevated design’s role in business-critical decision-making and systems.
Strategic Cross-Functional Leadership
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Unified design, product, operations, and compliance teams around shared service blueprints and success metrics, driving smooth rollout and high adoption.
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Established scalable fintech design patterns and permission logic, accelerating new dealer-facing feature delivery.
"Since launch, the fintech dealers account details portal has captivated users, achieving outstanding satisfaction scores and enthusiastic feedback that highlight its impact and value."
Shayan. K
GM, Capital Operations