ABOUT ME
I’m an engineer-turned-designer using my analytical and creative skills to serve others. By making sense out of chaos and complexity with human-centered design practices, I help people live better lives.
WORK EXPERIENCE

Senior Product Designer at Atlassian October 2021 - Present
  • Leading design work in a cross-functional partnership with product and tech, in service of enhancing how customers use Confluence to achieve their team's greatest potential. 

Design Lead at Capital One Aug 2019 - October 2021
  • Led the first design strategy for a program historically grounded in credit policy, impacting millions of customers each year.
  • ​Grounded the credit limit increase program in new qualitative research, and socialized a customer experience vision along with a near-term testing plan.
  • Rebooted the experience strategy for the income collection program, creating a plan with business and product partners to evaluate existing experiences and design updated touchpoints in line with design principles and customer needs.
  • Managed design work across the spectrum from initial discovery and problem framing, to concept creation and testing, to delivery work with design partners in content, research and UI specialties.

Design Strategist & Researcher at Capital One Aug 2017 - Jul 2019
  • Led complex discovery work for a new initiative to transform how hundreds of Capital One marketers reach our customers, in service of driving unparalleled experiences and helping customers get the most from their relationship with Capital One - including 20+ stakeholder interviews to understand the current marketer experience.
  • Created and socialized a current-state service blueprint showcasing the multitude of teams, tools and processes involved in sending an email to customers and understanding its impact.
  • Led MVP scoping of potential solutions to address 60+ employee pain points, and evaluated concepts via user testing.​​
  • Led team in development of a customer engagement framework, shifting collective thinking from digital engagement towards holistic indicators and metrics of loyal and satisfied credit card customers.

UX Designer at Capital One Jul 2016 - Jul 2017
  • Converted design strategy, evolving product requirements and tech constraints into elegant digital prototypes for two new products in the credit space.
  • Updated a component of the credit card application experience, which led to millions of dollars in increased revenue for the company.
  • Proactively collaborated with product, legal, tech and brand partners to drive forward design work for an MVP release, delivered within critical timelines.
  • Planned, conducted and interpreted user research for prototypes in the card application and account setup space; advocated for better experiences for customers by communicating recommended changes to product and tech partners.
​
CORE SKILLS
service design / strategic design
stakeholder mapping
journey mapping 
service blueprinting
workshop facilitation
synthesis
problem framing
​ideation

research + analysis
observation
survey design
usability testing
card sorts
focus groups
remote testing
​heuristic evaluation
interviewing 
survey design
affinity mapping 

information architecture
content inventory + audit 
affinity mapping
card sorting 
​
interface design 
wireframing 
prototyping
mockup creation
UI design
ADDITIONAL SKILLS
software
Mural, Figma, InVision, Balsamiq
​
languages 
Spanish (fluent)

EDUCATION
Georgia Institute of Technology                                                                  Atlanta, GA
M.S. Human-Computer Interaction · GPA 4.0

University of Florida                                                                                          Gainesville, FL
B.S. Materials Science + Engineering
             summa cum laude · GPA 3.9/4.0
Minor in Spanish language
AFFILIATIONS
American Institute of Graphic Arts (AIGA) D.C. chapter
Global Service Jam DC - Team Coach (2019)
Tau Beta Pi - UF Alumni member
​
website content (c) Megan Hamilton 2021