I'm a service designer at Adaptive Path at Capital One in San Francisco.

Service designers are responsible for the research, design, and business strategy that goes into user experiences. My work is both theoretical and practical. I focus on the UX design, user research, and design strategy that together make a better user experience possible, across channels, within the context of business realities.


Design strategy and business

My skills

After working in customer experience consulting at Temkin Group for three years, I got my master’s degree in interaction design at Carnegie Mellon. My goal was to go from talking to doing—and what I learned in my consulting career helped me contextualize my design work at school and at Fitbit and Capital One.

Working in such different business environments has exposed me to different ways of doing business, and how that affects design organizations. Facilitating workshops and researching design questions in a big company like Capital One has been a great learning experience and taught me how to work with people to discuss sensitive topics in the workplace and help teams align around a common strategy.

Observing the way Agile and other ways of working to get ideas out the door and in front of customers over my career has been eye opening—especially when it comes to dealing with risk and designing in highly regulated industries.

My experience with public speaking and leading events, and with managing the hiring process for our internship program in 2017 taught me a lot about how to articulately and confidently represent the company. I’ve also gained a lot of perspective about how to work with different groups of people as both a leader and a follower, as a mentor and as a mentee.

Project: Improving the customer experience for declined customers

Project: Omni-channel customer experience strategy for Capital One


Hands-on UX design

In my 2½ years at Capital One and as a product design intern at Fitbit, my role has included some very hands-on UX design work. For much of 2017, I focused on designing wireframes, prototyping software, and working with technical and product colleagues on an intense project centered on creating a javascript app for call center agents. Working within the regulatory constraints and legacy technology added a layer of challenge to the already complicated subject matter of account management and fraud prevention. On that project, my team jumped into a project already in flight, with a tight deadline, and worked with product colleagues on scope, technical understanding, future planning, creation and revision of wireframes, user research both guerilla and traditional, designing assets within a visual design system and cohesive brand, working with front-end developers to implement, and creating a plan to monitor MVP in order to quickly correct things that should be altered.

My big-picture / detail-oriented nature has helped me make my hands-on design work successful. Beyond designing something that hits all the boxes in a user research / strategy deck, and creating polished, accurate, professional work, being able to understand the big picture too has helped me make those things successful and saved me from wasting my time creating beautiful things that can’t ship.

Project: Designing and testing the new exercise auto-detection feature

Project: Next-generation call center software


User Research

Research has been a key element throughout my career. I’ve done research under many conditions, from scrappy guerrilla projects and sprints to extensive research projects with dozens of participants. At Fitbit, I worked under a Lean UX model, working side by side with a developer to test iterations weekly. At Adaptive Path, I’ve conducted intensive studies in exploratory and practical domains, tested concepts and wireframes, as well as synthesized secondary research to make use of other teams’ work.

Project: Next-generation call center software

Project: Improving the customer experience for declined customers


Data in design and strategy

Working with machine learning techniques and harnessing the big data that flows through a company like Capital One is an important area for designers to become fluent in. I’m interested in how designers can partner with our data-oriented colleagues to design experiences for both external as well as internal customers and all kinds of stakeholders. At Adaptive Path, I’ve developed in this by learning about the practical realities of data architecture and tech infrastructure. I’m working on ways to help my fellow designers become more fluent in the language of data while understanding both its limitations and the possibilities it enables.

Project: Data ecosystem investigation and poster

Project: Omni-channel customer experience strategy for Capital One