Product Portfolio
Roniqua Jeffries
I am an intellectually curious and customer-first Product Leader. Over the past 6 years, I’ve launched innovative, successful products ranging from blockchain, web, mobile native, and voice. I’m passionate about solving customer problems by creating compelling and user-friendly experiences. I do this by blending strategy with technology to drive product strategy and solve complex technical problems. Stakeholders appreciate my ability to communicate complex concepts to non-technical stakeholders. Engineers appreciate that I focus on the customer and give them the autonomy needed to make decisions. Interested in working with me? Let’s connect!
Product Design
Case Study 2: Capital One Mobile Payments | Choose How You Pay
Capital One faced a problem that is common among credit card companies. Data showed us more users canceled their credit card autopayment after making a one-time payment than users that kept it. Users did not understand how the one-time payment would be applied and the impact it would have on their autopayment. For example, if my autopay is $100/mo and I make a payment of $50 does the autopayment decrease to $50? What would happen next was ambiguous to the customer.
The design team presented us with a new UX that allowed customers to choose how their one-time payment would be applied if they have autopay. As the PM for both the iOS and Android mobile native apps, I held a storyboarding session to ensure the UX was seamless for both applications.
Storyboarding consists of walking through each screen step by step and identifying potential risks and issues to mitigate the chances of miscommunication during the development process. During storyboarding, we are able to uncover wasteful steps or where a user may get lost. We identify each API call that would be made and called out any outstanding questions. Android and iOS use different design elements which were also thoroughly reviewed for accuracy.
This feature went through UAT and Beta Testing before being throttled on for a small subset of users. Through this feature, we discovered that most users would cancel their autopay for the month if they made a one-time payment. This lets us know that the most common intended experience was for the one-time payment to cancel their autopay for the month. Now, the user is in control and can make that decision for themselves.
Emerging Technology Exploration
Case Study 1: USPS Digital Integration | International Shipping Blockchain
When you think of blockchain you may think of Bitcoin. Blockchain is the underlying technology of Bitcoin that allows data to be shared in real-time across a distributed ledger. Blockchain is useful when there is some distrust among users, there’s a need for shared data and collaboration and one or more parties are generating transactions.
Blockchain presented an opportunity to impact the mailing and shipping industry and USPS wanted to be a first mover in this space. Through discovery sessions with stakeholders such as Global Business, IT, Engineering, Global Trade Compliance, and others, I was able to uncover a plethora of pain points. I developed a template to identify which pain points were able to be solved using blockchain.
The MVP was designed to solve the issue of targeting illicit packages coming into the US from foreign countries. I created the product’s objective, goals, and success criteria that were used to launch a small-scale internal pilot. As a result, we created the first working instance of blockchain for the USPS. Package data was delivered in real-time with no latency, allowing the Inspection Service to potentially stop packages at any point in transit.
Product Insights & Strategy
Case Study 3 - Capital One Voice | Warm Transfer Calls
As a Product Manager, I see myself as the customer advocate, always thinking of the user experience from the customer’s perspective. As the Voice Softphone, or software-based phone, PM at Capital One, I was presented with an opportunity to save time and money by reducing the time spent on warm transfer calls.
Customers who call the Capital One call center and do not reach the right agent the first time have to be transferred. A “warm” transfer is when the transferring agent stays on the line to speak to the receiving agent. This is undesirable for the customer because ideally, they would reach the right agent the first time. For the company, this was not ideal because there is a cost associated with each minute an agent stays on the phone.
I approached this problem from a design thinking perspective which starts with gaining empathy for our customers. In this case, the call center agent and the customer calling in must both be considered. To do this, I listened to transfer calls to understand what types of calls are being transferred and why. I was able to bucket the calls into categories.
Once I had a good idea of the calls being received, I pulled a handful to listen to with our engineering team and complete empathy maps. This bridged the understanding of the problem for the full team.
I then shared with the team a draft customer journey map. Together we were able to make additions to the journey and call out pain points for each of our customers.
Lastly, we identified which pain points were in our control. Together we were able to combine an understanding of the problem space with a technical and business understanding of the options available to synthesize solutions. From this exercise, we created 4 new features which drastically reduced warm transfer calls.