Story

You’re a risk analyst at the second-largest auto lender in the country. Your job is high-stakes — interpreting financial exposures, flagging compliance issues, and protecting the business from costly errors. But the workflow? It’s a maze of disconnected tools, unclear steps, and constant second-guessing.

That inefficiency nearly led to a critical missed filing in 2021 — a costly error Capital One couldn’t afford to repeat.

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I was responsible for crafting intuitive interfaces, conducting thorough research to understand user needs, and ensuring every design decision aligned with the project’s goals.

Through user research and cross-functional alignment, I mapped the full risk-analysis journey — surfacing pain points hidden from leadership but deeply felt by analysts. I created a service blueprint to align people, systems, and processes, and redesigned key touchpoints to reduce friction, build trust, and restore confidence.

The work was later presented at a firmwide all-hands and adopted as a UX model across business units.

The result? A risk platform that empowers analysts, builds credibility with leadership, and removes ambiguity when precision matters most.

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Research

Through deep user research and stakeholder alignment, I mapped the current workflows and pain points — not just the digital interfaces but the entire service ecosystem. I uncovered disconnects, inefficiencies, and bottlenecks that were invisible to leadership but painfully obvious to analysts in the trenches.

From there, I created a comprehensive journey map and service blueprint that aligned technology, people, and processes. I redesigned key touchpoints for clarity, trust, and speed. I unified fragmented flows to reduce cognitive load and eliminate costly errors. The work was showcased at a firmwide all-hands meeting and later adopted as a UX model for other lines of business.

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Challenge

The analyst journey within Capital One’s auto lending risk platform was fragmented, unclear, and error-prone. Tools didn’t align. Expectations weren’t visible. This led to analyst confusion, inefficiencies, and missed steps with regulatory consequences.

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Approach

Conducted in-depth interviews with analysts and stakeholders. Mapped workflows end-to-end across systems, people, and channels. Created a comprehensive journey map and service blueprint to uncover gaps and reveal opportunities.

Redesigned core digital touchpoints with a focus on clarity, trust, and speed. Introduced UX patterns to improve consistency and reduce cognitive load. My deliverables were presented at a company-wide all-hands and adopted as a model for other business units.

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Impact

• Reduced critical errors and increased accuracy in risk assessments
• Improved communication across teams and minimized tool-switching
• Lowered time-on-task and improved onboarding for new analysts
• Boosted confidence among leadership through clearer process visibility
• Established a repeatable UX model adopted across other departments
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Tools & Deliverables

Deliverables

Journey Map · Service Blueprint · UX Research Synthesis · UI Recommendations

Tools

Figma · Microsoft Teams · Internal Capital One systems

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Result

A risk platform that doesn’t just work — it empowers. It supports analysts with structure, builds trust with leadership, and creates space for better decision-making. Because when risk is high and time is short, design shouldn’t add confusion — it should create confidence.

Streamlined the analyst experience, reduced time-on-task, and significantly minimize errors. The journey map and service blueprint were adopted as templates by other departments, setting a UX benchmark across the org while, for analysts, clarified workflows reduced stress and boosted productivity, improving team morale and overall output. The end result was that process improvements supported automation and operational scalability without increased headcount or costs.