Designing Customer Facing Service Platform for Capital One Financial

The Goal: To design and build scalable, enterprise level customer facing service platform (internally called EASE), that allows for the lines of business features integration.
My Role: UX / UI Design Lead
The Problem: Features coming from Bank, Card & Auto Financing verticals had misaligned timelines, business and technical requirements. The challenge was how to bring them to a consistent human centered experience.

The opportunity was to identify features & interaction parities, so that I could help: align teams, create & document reusable UX patterns & components.

I worked to help Lines of Business (LOBs) Dev, Product & Design partners to use the consume & contribute framework.
My Manager, and Product Leads established The Integration Process that I helped to facilitate and support.
My role involved close collaboration with LOB Designers:

To understand technical and business logic, as well as customer value of the features;

Co-create features;

Provide feedback & govern components & UX pattern usage;

Maintain UI Libraries & contribute to code based Build Book.

I worked to:

Build and maintain UI Libraries Sketch,

Facilitate the Build Book contribution,

Govern and advocate cross multiple silos the advantages of using the consume and contribute model.

When building EASE Build Book, my challenge was to influence & advocate LOB teams to build features with the best UX/UI practices in mind. So that CX is consistent, scalable, accessible and pleasing to use.
Sometimes I had to argue to convince people to trust using components and patterns. Another challenge was when teams didn't have UI designers, but needed to build features. Providing proper components documentation became really helpful in those instances.

I worked with Enterprise Product partners to:

Define business and technical logic,

Align on customer value,

Research, design & user test,

Iterate,

Focus and deliver UX.

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