Capital One Internal Platforms

I helped build an entirely new agent-servicing platform as well as anti-fraud data viz tools.

First of all, I have to address the fact that I worked on highly sensitive internal tools that are used to combat fraud and money laundering. I signed an NDA that is very specific and I cannot share much, even privately. It pains me, because the work was incredibly challenging and rewarding, but it also makes sense that such tools remain secure. I was initially hired to work on a data-visualization product that tracked fraudulent activity at the account level and then showed any connections that account had to other accounts. This was used to track larger scale fraud known as fraud rings (aka Organized Crime). With this ability to visualize these related accounts, agents were empowered to perform extensive investigations and determine not only the existence of these fraud rings, but potentially who was organizing them. so basically, I was a crime fighter...

Client

Capital One

Role

Lead UX Designer

Skills

UX Design, UI Design, Figma, Prototyping, Research, Interviews, Testing, Wireframing, User Flows, Data Visualization

Industry

FinTech

Whiteboarding
Whiteboarding
Whiteboarding

At the same time, my team was furiously working on building Empath, C1's new agent servicing platform, that completely overhauled how every single agent performed their jobs. Never in my career had I done so many discovery exercises, user interviews, and flow diagramming, not to mention learning the complex machinations of fighting fraud. This was an indescribably massive undertaking, and my team of 12 designers served over 75 engineering and product teams - all during Covid and Quarantine. It was some of the most intense and challenging work of my career. I wish I could show you more of the results, but I can at least talk about it for hours. Let's chat, and I'll tell you some stories.

Empath
Empath
Empath
Flow Diagraming
Flow Diagraming
Flow Diagraming
Empath
Empath
Empath
Agent Working remotely
Agent Working remotely
Agent Working remotely

One thing that will always stay with me from this job is this: Working directly with agents to help improve the tools they used all day long was the best experience any UX Designer could ask for. Not only were these people incredibly knowledgeable - making them the most ideal users on the planet - but since they were aware that their feedback would translate directly to new designs, they were incredibly passionate about helping us designers. It was truly a great experience.