Portfolio

Case studies showcasing design leadership, strategic thinking, and measurable impact.

Design leadership & experience strategy at Capital One · June 2022 – February 2024

Transforming the credit card application experience

Led design and experience strategy for a more seamless application flow that creates transparency with customers, reduces data entry, and provides guaranteed offers before credit check.

  • Business impact: ~5% increase in new accounts; $515m estimated NPV.
  • Strategic influence: Created cross-team forum and established design as an equal strategic partner; shifted project requirements from technical-only to customer experience–focused.
  • Scale & coordination: Coordinated design across 10+ tech teams and 5+ product managers in a highly regulated environment.
  • Team: Listened to team needs for clarity on roles and responsibilities; acted on feedback to improve morale and collaboration.
Credit card application experience

Design leadership & experience strategy at Capital One · 2023 – 2024

New ideas for the future of the Retail Bank

Led a team developing new ideas for acquisition and growth experiences in a changing marketplace, resulting in one concept greenlit for development by the CEO and Executive Board.

  • Executive influence: Presented to the President of the Retail Bank; one concept approved for development.
  • Business impact: First release (onboarding checklist) drove 3.8% lift in direct deposit enrollment and 2.4% lift in debit card activation among less engaged checking customers.
  • Strategic alignment: Aligned corporate strategy, tech, data science, and design around a unified vision for the future of retail banking.
  • Team & operating model: Created a new team operating model to break down silos and unify designers around a holistic customer experience.
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