Capital One
Vice President, Design
2014 - 2018
At Capital One, I was fortunate enough to lead a team of 100+ incredibly talented designers who were laser-focused on making banking more accessible and human through simple and effective design.
As head of the Enterprise Design Team, I was responsible for design across Capital One’s two flagship products; Capitalone.com — the company’s primary acquisition channel and revenue driver — and the account servicing experience on mobile and desktop. My team was also responsible for creating the first design pattern and component library at Capital One, enabling creators across the organization to develop tools and content while ensuring a consistent experience for customers.
Reporting to the Head of Design, I also served on a 7-person Senior Design Leadership Team, helping to grow and nurture a broader design team of more than 600 designers and elevating the design practice within the organization through recruiting, talent development, and standardizing best practices.
Customer Account Experience
The Customer Account Experience lets customers view and manage their accounts from a single, easy-to-use interface across multiple devices. Working closely with product, design, and engineering teams across all of Capital One’s lines of business, my team employed human insight, rapid prototyping, and vision test and learn to deliver a truly integrated experience across mobile, tablet, desktop, and wearables.
Outcomes and Recognition
Awarded “Best Banking App” for two consecutive years by JDPowers, the mobile app was instrumental in significantly reducing call center costs and increasing mobile usage to more than half of Capital One’s 90 million customers. Additionally, the app enjoyed a 4.9 rating in the app store based on reviews from more than 5 million customers.
Pre-Customer Experience
At the center of Capital One’s pre-customer experience is capitalone.com. We learned through research that people often visit banking sites looking for financial-related information, not just to find a credit card or open a checking account.
At the time, the Capital One website was more aligned with how the company was organized than the needs of potential customers, so we seized the opportunity to reimagine the experience. Instead of just selling banking products, we set out to help people make informed decisions about their finances while connecting them with products and services that were most relevant to them. Vertical product silos took a back seat to integrated content and product experiences, leveraging content from across the entire company to help inform and educate customers so they could make better financial decisions and better product choices.
Outcomes and Recognition
Working closely with our lines of business, we tested our way through a complete redesign of the site, resulting in a nearly two-fold increase in customer satisfaction (NPS score) and a more than 7% increase in new accounts booked.
Design System and Pattern Library
The One Design System — which included brand, UI, and engineering components — was created to help align Design, Brand, and Marketing teams across the entire company to a shared vision for our customer experiences. The One Design Team worked closely with Product, Design, and Engineering to create and evolve the system and to coordinate efforts across the company to reduce duplicative work and promote speed and efficiency in work and delivery. Additionally, we worked in unison with our Brand Partners to release several co-authored initiatives, including creating a new typeface for Capital One called, “Optimist”.