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. My portfolio is password protected - reach out if you'd like to see more about my work.
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 Line 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.