Service Design
Case Study 1: AI Orchestration
We applied a systems-thinking approach to map "North Star" user journeys against a complex landscape of emerging AI capabilities. By blueprinting how these tools interact across employee user flows and jobs to be done, we reduced departmental silos and built a cohesive operational framework that amplifies both user value and business ROI.
Case Study 2: Discover Integration
Through mapping the complex web of integration and onboarding, from HR and Tech to business-as-usual operations, we created a unified service model to influence the overall Discover Integration strategy. The result was an integration roadmap that prioritizes employee wellbeing and operational continuity, aligning 20,000 new Discover employees with the ongoing 80,000 Capital One employees to a shared vision forward.
Case Study 3: Enterprise Search Integration
In a large-scale enterprise, information silos are the primary barrier to productivity. Addressing the #1 associate pain point of ineffective search, we led the implementation of Glean across multiple internal platforms through blueprinting current-state friction and designing future-state workflows and contextual integration.
Interaction Design
Case Study 1: One Place
One Place is a unified intranet homepage that combines critical tools, timely updates, and personalized content in a single dashboard for 78,000+ associates. I led user research, design sprints, and cross-functional workshops, coordinating with product, IT, HR, and communications to deliver a cohesive and intuitive experience.
Case Study 2: Jump Start
Jump Start is a personalized day-at-a-glance assistant that highlights each associate’s top action items and enables one-click completion. I translated survey, interview, and audit insights into prototypes, validated them in workshops and user tests, and refined the design into a clear, actionable tool.