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Over the course of my 1+ year at Capital One I’ve been involved in a number of things but nothing as exciting and interesting as my current primary responsibility, which is to lead the UX design of the Partnerships Account Management (also known as Servicing).

In a time not very long ago, and unfortunately even still today, customers of Capital One’s partner credit cards (usually retail credit cards), have had to manage their account online using a long outdated, clunky, confusing, and frankly ugly web experience that was Frankensteined over the years with little attention to experience design fundamentals. That’s where our [still fairly new] servicing design team comes in!

In close collaboration with content strategists, product owners, and developers, I ensure that all work coming out of our team is strongly rooted in human centered design. Over the course of a year and a half we’ve taken an experience design journey consisting of competitive analysis, contextual user interviews, co-creation exercises, ideation, prototyping, testing, and continued iteration!

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