Capital One

Role: Experience Design Intern

During my time at Capital One, I was an experience design intern on the Financial Services Foundations team. This team is responsible for creating, maintaining, and updating the design system for FS.

⚠️ Problem: A lack of understanding of best practices has resulted in inconsistent customer experiences that don’t meet the quality bar. This friction hinders the ability to efficiently scale the consistent, on-brand experiences critical to the business.

🥅 Goal: My role was to create a best in class documentation experience for FS Design System resources based on industry best practices and internal user needs.

❓Why: Equipping designers and developers with clear, accessible documentation will enable consistent adoption of FSDS across products and reduce reliance on ad-hoc team support.

✅ Solution: After conducting comprehensive research (including surveys, user interviews, an internal resource audit, competitive analysis, and user persona development) I recommended a solution format for hosting documentation that aligned with the given constraints and available resources. To support this, I delivered a resolved sitemap to streamline navigation, a clickable MVP prototype to illustrate the potential experience, and content strategies to minimize confusion and promote consistent adoption. The result: a stronger foundation for scaling on-brand, high-quality experiences while reducing repetitive questions to the team.

🥡 Takeaways: Learned how to balance organizational constraints with user needs & my first time witnessing systems level thinking and its impact at a large scale.