At Capital One, I bring a human-centered mindset to business problems. Throughout the product lifecyle, I harness insights about human behavior and needs to envision & plan new experiences for our credit card customers, tied to desired business outcomes.
Transforming the Marketer Experience
Mapping the current state, illuminating key challenges and recommending an MVP solution
My role: Service Designer
Key skills: stakeholder management, service blueprinting, interviewing & discovery research, workshop facilitation, MVP framing
Rethinking Credit Limit Increase Requests
Uncovering customer needs and crafting a path to a better experience
My role: Design Lead & Research Lead
Key skills: workshop facilitation, synthesis, stakeholder management, qualitative research
Refreshing Income Collection
Rebooting our customer experience strategy
My role: Design Lead
Key skills used: synthesis, workshop & design jam facilitation, problem framing, lo-fi prototyping
Before joining Capital One, I built experience in service design, interaction design and research during my graduate program in Human-Computer Interaction at Georgia Tech and UX internships at Intel.