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.