My Rallying Cry:
The three-legged stool analogy is no longer sufficient for product+design+tech.
The three-legged stool analogy is no longer sufficient for product+design+tech.
“We are a three-wheeled,
gull-winged electric
car of the future”
gull-winged electric
car of the future”
The Scope of Work:
Help customers get to know the brand, choose the right product, open an account all on their own, and then get set up for success in using that shiny new account as a part of their daily life. Our task was to make all of the options understandable, useful, compelling…and to bring surprise and delight wherever possible.
My People: Aligned to the Customer Journey
To ensure we remained customer-centered, we aligned to the customer journey. This allowed each of my team members to become somewhat of a subject matter expert—although, there was also plenty of cross-pollinating between the teams. Especially in those spaces where there was overlap in the customer experience (ie. Functionality like "Funding Your Account" was something that users could do within the account opening flow, or afterward, as part of the onboarding/account management function)
It's an honor and a privilege to get to build a team, help them grow in their roles, find their purpose, and realize their potential. I was fortunate to have hired a diverse group of good humans, with a wide range of skillsets and experience levels at Capital One. And to be a part of an organization that places a premium on both experience design and the health and wellbeing of its employees. It's no surprise that the company is constantly listed in the “Best Places To Work” lists—and I like to think that I contributed to that ;)
Leadership Takeaway:
Value & Elevate the Individual Contributor
Value & Elevate the Individual Contributor
Leadership Takeaway:
Introvert/Extrovert Champion Them Both
Introvert/Extrovert Champion Them Both
Our Partners Across the Business
Getting anything done in a highly-regulated industry requires a whole lot of patience and extra attention to building relationships across departments and disciplines. It's both humbling and motivating to work with people who are way smarter than you. And there is no shortage of brilliant minds at Capital One. Sometime, I'll tell you the story of when I first interviewed there and learned that one of my soon-to-be product partners was an actual NASA scientist. Hoo boy, the feeling of imposter syndrome never leaves me :)
