Capital One
Capital One
Evolving from monolithic to microservices—building agile banking tools that empower enterprise and delight customers
Evolving from monolithic to microservices—building agile banking tools that empower enterprise and delight customers
The Opportunity
Through a service design approach aimed at deepening an understanding of customer needs, Capital One committed to identifying and implementing new practices in order to position themselves as a technology leader and deliver exceptional customer experiences.
Our Actions
As Service Design Lead, I led a team of researchers and design strategists in uncovering critical challenges and opportunities within Capital One's complex business environment and technological approach. We conducted thorough research and facilitated workshops to deeply understand the needs of both employees and customers. This led to a realization that a transition from a monolithic to a microservices architecture was necessary to achieve scalability and agility. We engaged the team to define new ways of working, fostering collaboration across 10+ divisions and developing strategies to successfully navigate this technological shift.
The Opportunity
Through a service design approach aimed at deepening an understanding of customer needs, Capital One committed to identifying and implementing new practices in order to position themselves as a technology leader and deliver exceptional customer experiences.
Our Actions
As Service Design Lead, I led a team of researchers and design strategists in uncovering critical challenges and opportunities within Capital One's complex business environment and technological approach. We conducted thorough research and facilitated workshops to deeply understand the needs of both employees and customers. This led to a realization that a transition from a monolithic to a microservices architecture was necessary to achieve scalability and agility. We engaged the team to define new ways of working, fostering collaboration across 10+ divisions and developing strategies to successfully navigate this technological shift.
Process
Our team immersed ourselves in the organization, combining field research and collaborative workshops to understand the challenges and opportunities at hand. From there, we crafted actionable strategies to modernize their technology, strengthen design practices, simplify engineering processes, and nurture a culture of innovation—laying the groundwork for meaningful progress.
Asylum Officers are responsible for completing meticulous interviews with asylum seekers, reviewing supporting documentation, and making informed decisions about whether to grant or deny asylum. This involves applying multifaceted legal standards, assessing credibility, and ensuring national security. Challenges in this role include managing a high caseload, navigating language barriers, and ensuring accuracy in decision-making. Additionally, staying updated on evolving immigration laws and policies is essential to effectively adjudicate cases.
Product Design
Our research showed we needed to bring information together, cut out repetitive tasks, and tighten security. Here’s how we tackled it:
• Centralized Data: We pulled data from different agencies into a single dashboard, making it easier for officers to find what they needed.
• Smarter Workflows: We automated routine tasks, freeing up time for officers to focus on the work that truly matters.
• Stronger Security: We added safeguards to protect sensitive information and keep the system secure.
By connecting Global with other systems and building this centralized dashboard, we made background and security checks faster,
safer, and more efficient—helping asylum and refugee case management run smoother for everyone involved.
Product Design
Our research showed we needed to bring information together, cut out repetitive tasks, and tighten security. Here’s how we tackled it:
Centralized Data: We pulled data from different agencies into a single dashboard, making it easier for officers to find what they needed.
Smarter Workflows: We automated routine tasks, freeing up time for officers to focus on the work that truly matters.
Stronger Security: We added safeguards to protect sensitive information and keep the system secure.
By connecting Global with other systems and building this centralized dashboard, we made background and security checks faster, safer, and more efficient—helping asylum and refugee case management run smoother for everyone involved.
Synthesis
By synthesizing insights from the workshops, our team developed a comprehensive framework to guide organizational transformation. This framework focused on three key areas:
Aligning with Organizational Priorities
We identified core organizational priorities and aligned team strategies to ensure focus on high-impact initiatives. This involved breaking down complex goals into actionable steps, setting clear expectations, and fostering a culture of accountability.
Accelerating the Microservices Transition
We developed a roadmap to transition to a microservices architecture, breaking down monolithic applications into smaller, independently deployable services. This approach will improve scalability, reliability, and time-to-market for new features and products.
Embracing Human-Centered Practices
We emphasized the importance of designing experiences that meet the needs and desires of customers. By incorporating human-centered design practices, we promoted innovative solutions that delight customers and drive business growth.
By addressing these key areas, we aim to empower employees to work more effectively, innovate faster, and deliver exceptional customer experiences.
Synthesis
By synthesizing insights from the workshops, our team developed a comprehensive framework to guide organizational transformation. This framework focused on three key areas:
Aligning with Organizational Priorities
We identified core organizational priorities and aligned team strategies to ensure focus on high-impact initiatives. This involved breaking down complex goals into actionable steps, setting clear expectations, and fostering a culture of accountability.
Accelerating the Microservices Transition
We developed a roadmap to transition to a microservices architecture, breaking down monolithic applications into smaller, independently deployable services. This approach will improve scalability, reliability, and time-to-market for new features and products.
Embracing Human-Centered Practices
We emphasized the importance of designing experiences that meet the needs and desires of customers. By incorporating human-centered design practices, we promoted innovative solutions that delight customers and drive business growth.
By addressing these key areas, we aim to empower employees to work more effectively, innovate faster, and deliver exceptional customer experiences.
Debrief
A key priority identified during the workshop was Capital One's transition to a microservices architecture. To support this transition, our team analyzed the insights gathered from the workshops and developed actionable recommendations for Leadership, Design, and Engineering teams. By providing clear guidance and alignment, we aim to empower these teams to:
Elevate technical skills and embrace emerging technologies
Invest in training and development programs to equip teams with the skills needed to design, build, and maintain microservices-based systems. Empower employees to learn and experiment in order to advance the adoption of new technologies and practices.
Foster a culture of innovation and continuous improvement
Promote collaboration and knowledge sharing among teams. Implement agile methodologies to rapidly address customer needs and accelerate development and delivery.
Deliver exceptional products and services at an accelerated pace
Break down monolithic applications into smaller, independently deployable services. Improve scalability, reliability, and maintainability of systems. Enable faster time-to-market for new features and products.
Debrief
A key priority identified during the workshop was Capital One's transition to a microservices architecture. To support this transition, our team analyzed the insights gathered from the workshops and developed actionable recommendations for Leadership, Design, and Engineering teams. By providing clear guidance and alignment, we aim to empower these teams to:
Elevate technical skills and embrace emerging technologies
Invest in training and development programs to equip teams with the skills needed to design, build, and maintain microservices-based systems. Empower employees to learn and experiment in order to advance the adoption of new technologies and practices.
Foster a culture of innovation and continuous improvement
Promote collaboration and knowledge sharing among teams. Implement agile methodologies to rapidly address customer needs and accelerate development and delivery.
Deliver exceptional products and services at an accelerated pace
Break down monolithic applications into smaller, independently deployable services. Improve scalability, reliability, and maintainability of systems. Enable faster time-to-market for new features and products.
Debrief
A key priority identified during the workshop was Capital One's transition to a microservices architecture. To support this transition, our team analyzed the insights gathered from the workshops and developed actionable recommendations for Leadership, Design, and Engineering teams. By providing clear guidance and alignment, we aim to empower these teams to:
Elevate technical skills and embrace
emerging technologies
Invest in training and development programs to equip teams with the skills needed to design, build, and maintain microservices-based systems. Empower employees to learn and experiment in order to advance the adoption of new technologies and practices.
Foster a culture of innovation and
continuous improvement
Promote collaboration and knowledge sharing among teams. Implement agile methodologies to rapidly address customer needs and accelerate development and delivery.
Deliver exceptional products and services
at an accelerated pace
Break down monolithic applications into smaller, independently deployable services. Improve scalability, reliability, and maintainability of systems. Enable faster time-to-market for new features and products.
Priority 2: Strengthening Security Guidance
While working to improve security screenings, we discovered a major gap: officers interviewing high-risk applicants often didn’t get the guidance they needed in time. The old paper-based system was slow and left officers scrambling to prepare. Here’s what we found:
• Paper was the problem: Critical security details were stuck in piles of paperwork, causing unnecessary delays.
• Guidance came too late: Officers often received important information after it was useful, leaving them underprepared.
• Training fell short: Many officers didn’t have the tools or training to confidently handle high-risk cases.
Research Insights
We spent time talking to officers, listening to their daily struggles, and learning where the system was falling short. Their insights shaped our vision for a better way to deliver security guidance—one that’s faster, clearer, and more helpful when it matters most.
Product Design
To strengthen security screenings and help officers conduct interviews with confidence, we envisioned a digital tool that would:
• Give guidance early: Deliver security details to officers well before interviews, so they have time to prepare.
• Offer smart suggestions: Provide tailored questions based on risk factors, helping officers dig deeper where it matters most.
• Support follow-up: Make it easier to review complex cases after interviews, ensuring no potential risks are overlooked.
By building a dedicated form in the Global system, we made it simpler for security teams to assess high-risk cases and give officers the clear, timely guidance they need. This means interviews are more thorough, screenings are more accurate, and everyone can feel more confident in the process.
Product Design
To strengthen security screenings and help officers conduct interviews with confidence, we envisioned a digital tool that would:
Give guidance early: Deliver security details to officers well before interviews, so they have time to prepare.
Offer smart suggestions: Provide tailored questions based on risk factors, helping officers dig deeper where it matters most.
Support follow-up: Make it easier to review complex cases after interviews, ensuring no potential risks are overlooked.
By building a dedicated form in the Global system, we made it simpler for security teams to assess high-risk cases and give officers the clear, timely guidance they need. This means interviews are more thorough, screenings are more accurate, and everyone can feel more confident in the process.
The Outcomes
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
The Outcomes
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with Capital One. All percentages presented here are representative of performance results.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with Capital One. All percentages presented here are representative of performance results.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with Capital One. All percentages presented here are representative of performance results.
Our Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included researchers and design strategists. A dedicated Client Coordinator managed project administration and coordination with Capital One.
Our Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included researchers and design strategists. A dedicated Client Coordinator managed project administration and coordination with Capital One.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with DHS. All percentages presented here are representative of performance results.
The Outcomes
Faster case processing
By simplifying workflows and cutting manual tasks, we reduced average case processing times by 40%.
Stronger security checks
With better tech and data sharing, we increased timely detection of fraudulent applications by 30% and reduced the average time spent on security vetting by 60%.
Smarter case management
Moving to a digital system and connecting agencies cut paper use by 80% and boosted data accuracy.
Empowered officers
We trained RAIO and FDNS teams through live demos, video tutorials, and clear guides, ensuring they were ready for every update.
Confident teams
By giving officers the tools and training they needed, job satisfaction ratings increased by 45%.
Our Team
As Design & Development Lead, I combined strategic vision with hands-on execution. In my role I led in-depth research and design sprints to understand user needs and design innovative solutions. I also led collaboration
with over 130 stakeholders across DHS to align on goals and ensure successful implementation.
My responsibilities also included leading iteration planning and development to release features rapidly.
As team lead, I also mentored and guided UX designers and engineers across product teams.
Our Team
As Design & Development Lead, I combined strategic vision with hands-on execution. In my role I led in-depth research and design sprints to understand user needs and design innovative solutions. I also led collaboration with over 130 stakeholders across DHS to align on goals and ensure successful implementation.
My responsibilities also included leading iteration planning and development to release features rapidly. As team lead, I also mentored and guided UX designers and engineers across product teams.
Day 1 | Understanding Our Purpose
· Welcome back participants and recap previous workshop
· Explore the organization's core purpose and values
· Reflect on personal and professional purpose
· Discuss alignment of individual and organizational purposes
· Co-create a shared vision for the future
Evolving from monolithic to microservices—building agile banking tools that empower enterprise and delight customers
Product Design
Our research revealed a need to centralize information, automate workflows, and enhance security measures.
For our solution, we focused on the following:
Centralized Data Platform
Consolidated information from various agencies into a single dashboard for efficient access
Automated Workflows
Streamlined processes by automating routine tasks, reducing manual effort
Enhance Security Measures
Implemented robust security measures to protect sensitive information
By integrating Global with other systems and creating the centralized dashboard shown below, we significantly streamlined background and security checks, reducing processing times, enhancing data security, and ultimately improving the overall efficiency of the asylum and refugee case management system.
Product Design
Our research showed we needed to bring information together, cut out repetitive tasks, and tighten security. Here’s how we tackled it:
• Centralized Data: We pulled data from different agencies into a single dashboard.
• Smarter Workflows: We automated routine tasks, freeing up time for officers to focus on what matters.
• Stronger Security: We added safeguards to protect sensitive information and keep the system secure.
By connecting Global with other systems and building this centralized dashboard, we made background and security checks faster, safer, and more efficient—helping asylum and refugee case management run smoother for everyone involved.`
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
Results
Asylum Officers are responsible for completing meticulous interviews with asylum seekers, reviewing supporting documentation, and making informed decisions about whether to grant or deny asylum. This involves applying multifaceted legal standards, assessing credibility, and ensuring national security. Challenges in this role include managing a high caseload, navigating language barriers, and ensuring accuracy in decision-making. Additionally, staying updated on evolving immigration laws and policies is essential to effectively adjudicate cases.
Results
Faster case processing
By simplifying workflows and cutting manual tasks, we reduced average case processing times by 40%.
Stronger security checks
With better tech and data sharing, we increased timely detection of fraudulent applications by 30% and reduced the average time spent on security vetting by 60%.
Smarter case management
Moving to a digital system and connecting agencies cut paper use by 80% and boosted data accuracy.
Empowered officers
We trained RAIO and FDNS teams through live demos, video tutorials, and clear guides, ensuring they were ready for every update.
Confident teams
By giving officers the tools and training they needed, job satisfaction ratings increased by 45%.
The Outcomes
Faster case processing
By simplifying workflows and cutting manual tasks, we reduced average case processing times by 40%.
Stronger security checks
With better tech and data sharing, we increased timely detection of fraudulent applications by 30% and reduced the average time spent on security vetting by 60%.
Smarter case management
Moving to a digital system and connecting agencies cut paper use by 80% and boosted data accuracy.
Empowered officers
We trained RAIO and FDNS teams through live demos, video tutorials, and clear guides, ensuring they were ready for every update.
Confident teams
By giving officers the tools and training they needed, job satisfaction ratings increased by 45%.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with DHS. All percentages presented here are representative of performance results.
Team
As Product Design and Development Lead, I combined strategic vision with hands-on execution. In my role I led in-depth research and design sprints to understand user needs and design innovative solutions. I also led collaboration with over 130 stakeholders across DHS to align on goals and ensure successful implementation.
My responsibilities also included leading iteration planning and development to release features rapidly. As team lead, I also mentored and guided four UX designers and four engineers.
Our Team
As Design & Development Lead, I combined strategic vision with hands-on execution. In my role
I led in-depth research and design sprints to understand user needs and design innovative solutions.
I also led collaboration with over 130 stakeholders across DHS to align on goals and ensure
successful implementation.
My responsibilities also included leading iteration planning and development to release features rapidly. As team lead, I also mentored and guided UX designers and engineers across product teams.
Product Design
To strengthen security screenings and help officers conduct interviews with confidence,
we envisioned a digital tool that would:
• Give guidance early: Deliver security details to officers well before interviews.
• Offer smart suggestions: Provide tailored questions based on risk factors.
• Support follow-up: Make it easier to review complex cases after interviews.
By building a dedicated form in the Global system, we made it simpler for security teams to assess high-risk cases and give officers the clear, timely guidance they need. This means interviews are more thorough, screenings are more accurate, and everyone can feel more confident in the process.
Product Design
To strengthen security screenings and help officers conduct interviews with confidence,
we envisioned a digital tool that would:
• Give guidance early: Deliver security details to officers well before interviews.
• Offer smart suggestions: Provide tailored questions based on risk factors.
• Support follow-up: Make it easier to review complex cases after interviews.
By building a dedicated form in the Global system, we made it simpler for security teams to assess high-risk cases and give officers the clear, timely guidance they need. This means interviews are more thorough, screenings are more accurate, and everyone can feel more confident in the process.
Priority 2: Strengthening Security Guidance
While working to improve security screenings, we discovered a major gap: officers interviewing high-risk applicants often didn’t get the guidance they needed in time. The old paper-based system was slow and left officers scrambling to prepare. Here’s what we found:
• Paper was the problem: Critical security details were stuck in piles of paperwork causing delays.
• Guidance came too late: Officers often received important information after it was useful.
• Training fell short: Many officers didn’t have the tools or training to confidently handle high-risk cases.
Priority 2: Strengthening Security Guidance
While working to improve security screenings, we discovered a major gap: officers interviewing high-risk applicants often didn’t get the guidance they needed in time. The old paper-based system was slow and left officers scrambling to prepare. Here’s what we found:
• Paper was the problem: Critical security details were stuck in piles of paperwork causing delays.
• Guidance came too late: Officers often received important information after it was useful.
• Training fell short: Many officers didn’t have the tools or training to confidently handle high-risk cases.
Research Insights
We spent time talking to officers, listening to their daily struggles, and learning where the system was falling short. Their insights shaped our vision for a better way to deliver security guidance—one that’s faster, clearer, and more helpful when it matters most.
Priority 2: Strengthening Security Guidance
While working to improve security screenings, we discovered a major gap: officers interviewing high-risk applicants often didn’t get the guidance they needed in time. The old paper-based system was slow and left officers scrambling to prepare. Here’s what we found:
• Paper was the problem: Critical security details were stuck in piles of paperwork causing delays.
• Guidance came too late: Officers often received important information after it was useful.
• Training fell short: Many officers didn’t have the tools or training to confidently handle high-risk cases.
Priority 2:
Strengthening Security Guidance
While working to improve security screenings, we discovered a major gap: officers interviewing high-risk applicants often didn’t get the guidance they needed in time. The old paper-based system was slow and left officers scrambling to prepare. Here’s what we found:
Paper was the problem: Critical security details were stuck in piles of paperwork causing delays.
Guidance came too late: Officers often received important information after it was useful.
Training fell short: Many officers didn’t have the tools or training to confidently handle high-risk cases.
Other Projects
Field Research
We spent time in eight different bank branches, talking to both employees and customers. Our aim was to understand what mattered most to customers – what they were trying to achieve when they visited the bank.
We used a simple card deck focused on Jobs to de Done (JTBD) to explore the different types of tasks customers were trying to accomplish, from everyday transactions to bigger life goals. We also had in-depth conversations to understand their motivations and what they hoped to achieve by visiting the bank.
Field Research
We spent time in eight different bank branches, talking to both employees and customers. Our aim was to understand what mattered most to customers – what they were trying to achieve when they visited the bank.
We used a simple card deck focused on Jobs to de Done (JTBD) to explore the different types of tasks customers were trying to accomplish, from everyday transactions to bigger life goals. We also had in-depth conversations to understand their motivations and what they hoped to achieve by visiting the bank.
Field Research
We spent time in eight different bank branches, talking to both employees and customers. Our aim was to understand what mattered most to customers – what they were trying to achieve when they visited the bank.
We used a simple card deck focused on Jobs to de Done (JTBD) to explore the different types of tasks customers were trying to accomplish, from everyday transactions to bigger life goals. We also had in-depth conversations to understand their motivations and what they hoped to achieve by visiting the bank.
Research Insights
Our research uncovered a few recurring frustrations for customers. Many were unhappy with the lack of in-person support, especially when dealing with problems, and felt pushed toward online banking due to fewer physical branches. Another big issue was fees—customers found them confusing and hard to track. They wanted clearer, simpler fee structures.
When asked about improvements, one theme stood out: personalization. Customers wanted services that felt tailored to their unique needs and goals, with insights that actually helped them make better financial decisions.
Cross-Functional Workshops
After learning from our research, we organized workshops with teams from across the organization—Leadership, Design, Engineering, Banking, and Risk Management. These sessions were designed to spark honest conversations and teamwork, helping everyone explore what’s next for banking, reconnect with their purpose, and find new ways to innovate.
Cross-Functional Workshops
After learning from our research, we organized workshops with teams from across the organization —Leadership, Design, Engineering, Banking, and Risk Management. These sessions were designed to spark honest conversations and teamwork, helping everyone explore what’s next for banking, reconnect with their purpose, and find new ways to innovate.
Navigating the Future of Banking
Day 1 | Understanding the Landscape
• Welcome participants and set the stage for the workshop
• Present keynote on emerging trends and impacts on banking
• Conduct breakout sessions teams to identify challenges
• Share insights from breakout sessions in a plenary session
• Map customer journey to identify pains and opportunities
Day 2 | Understanding the Landscape
• Use a World Café format to brainstorm solutions for challenges
• Prioritize challenges and develop an action plan
• Apply design thinking to ideate innovative solutions
• Conclude with a review of key insights and next steps
Igniting Purpose and Driving Impact
Day 1 | Understanding Our Purpose
• Welcome back participants and recap previous workshop
• Explore the organization's core purpose and values
• Reflect on personal and professional purpose
• Discuss how individual and organizational purpose
• Co-create a shared vision for the future
Day 2 | Setting Goals and Prioritizing Actions
• Set goals aligned with the organization's purpose and vision
• Prioritize based on impacts and strategic objectives
• Develop detailed action plans
• Engage in team-building activities to foster camaraderie
• Recap key takeaways and commit to action
Day 2 | Ideation and Action Planning
• Brainstorm innovative solutions and explore emerging technologies
• Form cross-functional teams to develop solutions
• Prioritize initiatives and develop an action plan
• Create detailed action plans with timelines and responsibilities
Innovating for the Future
Day 1 | Understanding the Present and Future
• Welcome back participants and recap previous workshop
• Explore industry trends and their impact
• Breakout sessions to identify team-specific capabilities
• Share insights and identify common themes
• Create a unified vision for the future of Capital One
Innovating for the Future
Day 1 | Understanding the Present and Future
• Welcome back participants and recap previous workshop
• Explore industry trends and their impact
• Breakout sessions to identify team-specific capabilities
• Share insights and identify common themes
• Create a unified vision for the future of Capital One
Day 2 | Ideation and Action Planning
• Brainstorm innovative solutions and explore emerging technologies
• Form cross-functional teams to develop solutions
• Prioritize initiatives and develop an action plan
• Create detailed action plans with timelines and responsibilities
Navigating the Future of Banking
Day 1 | Understanding the Landscape
• Welcome participants and set the stage for the workshop
• Present keynote on emerging trends and impacts on banking
• Conduct breakout sessions teams to identify challenges
• Share insights from breakout sessions in a plenary session
• Map customer journey to identify pains and opportunities
Day 2 | Understanding the Landscape
• Use a World Café format to brainstorm solutions for challenges
• Prioritize challenges and develop an action plan
• Apply design thinking to ideate innovative solutions
• Conclude with a review of key insights and next steps
Igniting Purpose and Driving Impact
Day 1 | Understanding Our Purpose
• Welcome back participants and recap previous workshop
• Explore the organization's core purpose and values
• Reflect on personal and professional purpose
• Discuss how individual and organizational purpose
• Co-create a shared vision for the future
Day 2 | Setting Goals and Prioritizing Actions
• Set goals aligned with the organization's purpose and vision
• Prioritize based on impacts and strategic objectives
• Develop detailed action plans
• Engage in team-building activities to foster camaraderie
• Recap key takeaways and commit to action
Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included two Service Designers who supported research synthesis and workshop facilitation. A dedicated Client Coordinator managed project administration and coordination with Capital One.
Our Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included researchers and design strategists. A dedicated Client Coordinator managed project administration and coordination with Capital One.
Results
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
The Outcomes
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with Capital One. All percentages presented here are representative of performance results.
Navigating the Future of Banking
Day 1 | Understanding the Landscape
• Welcome participants and set the stage for the workshop
• Present keynote on emerging trends and impacts on banking
• Conduct breakout sessions teams to identify challenges
• Share insights from breakout sessions in a plenary session
• Map customer journey to identify pains and opportunities
Day 2 | Understanding the Landscape
• Use a World Café format to brainstorm solutions for challenges
• Prioritize challenges and develop an action plan
• Apply design thinking to ideate innovative solutions
• Conclude with a review of key insights and next steps
Navigating the Future of Banking
Day 1 | Understanding the Landscape
• Welcome participants and set the stage
• Present keynote on emerging trends in banking
• Conduct breakout sessions to identify challenges
• Share insights from breakout sessions as a group
• Map customer journeys
Day 2 | Understanding the Landscape
• Use a World Café format to brainstorm solutions
• Prioritize challenges and develop an action plan
• Apply design thinking to ideate on innovations
• Review key insights and next steps
Innovating for the Future
Day 1 | Understanding the Present and Future
• Welcome back participants and recap previous workshop
• Explore industry trends and their impact
• Breakout sessions to identify team-specific capabilities
• Share insights and identify common themes
• Create a unified vision for the future of Capital One
Day 2 | Ideation and Action Planning
• Brainstorm innovative solutions and explore emerging technologies
• Form cross-functional teams to develop solutions
• Prioritize initiatives and develop an action plan
• Create detailed action plans with timelines and responsibilities
Igniting Purpose and Driving Impact
Day 1 | Understanding Our Purpose
• Welcome back participants and recap
• Explore the organization's core purpose
• Reflect on personal and professional purpose
• Discuss individual and organizational purposes
• Co-create a shared vision for the future
Day 2 | Setting Goals and Prioritizing Actions
• Set goals aligned with the organization's purpose
• Prioritize based on strategic objectives
• Develop detailed action plans
• Engage in team-building activities
• Recap key takeaways and commit to action
Innovating for the Future
Day 1 | Understanding the Present and Future
• Welcome back participants and recap previous workshop
• Explore industry trends and their impact
• Breakout sessions to identify team-specific capabilities
• Share insights and identify common themes
• Create a unified vision for the future of Capital One
Day 2 | Ideation and Action Planning
• Brainstorm innovative solutions and explore emerging technologies
• Form cross-functional teams to develop solutions
• Prioritize initiatives and develop an action plan
• Create detailed action plans with timelines and responsibilities
Innovating for the Future
Day 1 | Understanding the Present and Future
• Welcome back participants and recap
• Explore industry trends and their impact
• Breakout sessions to identify team capabilities
• Share insights and identify common themes
• Create a unified vision for future of Capital One
Day 2 | Ideation and Action Planning
• Brainstorm solutions with emerging technology
• Form cross-functional teams to shape solutions
• Prioritize initiatives and develop an action plan
• Create detailed action plans and timelines
Results
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
The Outcomes
Enhanced Cross-Functional Collaboration
Increased collaboration and alignment between leadership, product teams, bankers, and risk management, resulting in a 20% reduction in time-to-market for new products and services.
Developed a Clear Future Vision
Established a shared vision and strategic roadmap, leading to a 30% increase in employee engagement and a 25% increase in executive sponsorship for digital transformation initiatives.
Accelerated Digital Transformation
Enabling a successful transition of applications to a microservices architecture, resulting in a 20% increase in system reliability and a 15% reduction in maintenance costs.
Empowered Teams
Implemented new processes and tools to empower teams, leading to a 10% increase in employee productivity and a 5% reduction in employee turnover.
Please note: Data for this internal initiative isn't publicly disclosed. Specific percentages were measured by our team in collaboration with Capital One. All percentages presented here are representative of performance results.
Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included two Service Designers who supported research synthesis and workshop facilitation. A dedicated Client Coordinator managed project administration and coordination with Capital One.
Our Team
As Service Design Lead, I spearheaded field research, conducted interviews, and facilitated workshops to gain deep insights into user needs. I also provided product design and development expertise, guiding client teams towards innovative solutions.
Our team included researchers and design strategists. A dedicated Client Coordinator managed project administration and coordination with Capital One.