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.
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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.