Elevating Product Experience Quality
Role: Sr. Design Manager, Experience Quality
Duration: June 2021 - August 2022
At Capital One, I shaped the strategic vision for improving product and experience quality across the Commercial Design organization. This included building stronger alignment between teams, strengthening human-centered design practices, and helping create more consistent and scalable customer experiences. The work contributed to a stronger foundation for collaboration, design maturity, and long-term product quality across the organization.
0-100%
Adoption by Q1, 2022
45
Products leveraged
↓2
Month acceleration
30%
Error reduction
Challenge
Inconsistent design quality within Capital One Commercial Bank was hindering efficiency, increasing time-to-market, and negatively impacting user experiences.
Approach
To accelerate design innovation and enhance user experience, I spearheaded a transformative initiative. By cultivating a high-performance team, conducting in-depth user research, and establishing a clear strategic vision, we successfully optimized our key areas of our design process. Through the development of a centralized service model, we streamlined operations and delivered measurable improvements in efficiency, quality, and overall user satisfaction.
Results
The EQ team’s strategic initiatives resulted in tangible and measurable improvements. By implementing standardized processes and providing dedicated support, we accelerated design velocity, reducing front-end component development time by an average of two months per project. This streamlined approach was instrumental in the widespread adoption of the CML design system across 45+ products and 14+ business lines.
Concurrently, we solidified design quality through rigorous reviews, identifying and mitigating an average of 30 potential issues per project. This proactive approach led to a substantial reduction in design errors, resulting in better user experiences. To ensure consistent application of design standards, we established a mandatory review process for all customer-facing design work, achieving 100% adoption by Q1 2022.
Ultimately, the EQ team empowered designers with the tools, knowledge, and support necessary to confidently deliver exceptional work. This transformation in design capabilities has positioned Capital One Commercial Bank as a leader in design excellence.
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