Building Better Experience for Our Customers
The ProjectStrategy worked closely with the new Head of Customer Experience for our credit card business. We helped her formulate a vision for improving our interactions with millions of customers. We then helped her garner support for that vision from across the business.
Internal Data and Insights
Experience Design Team
This project required me to stretch and grow at every turn. Over the course of the project, I researched a competitive landscape, analyzed customer data, conducted empathy interviews, led a design thinking session, and presented our work to leaders in the business. In the end, I saw my work translated into tangible changes that are integral to furthering Capital One as a customer-first company.