CAPITAL ONE · SENIOR UX DESIGN MANAGER · 3 Months
Redesigning A Regulated Decision System
Enterprise Risk Assessment Platform · Salesforce · Compliance and Risk Experience Design
MY ROLE
Strategy, research leadership, and team direction
I was the Senior UX Design Manager, overseeing one UX designer, one UX engineer, and one researcher. I led the mixed-methods research effort including surveys with 300+ respondents, interviews, and usability testing across first and second-line users. I partnered with the team on design principles, managed tradeoffs with product, engineering, and compliance leadership, and provided structured feedback throughout design execution.
THE PROBLEM
A system of record that people worked around
Capital One's system of record platform for evaluating regulatory, operational, and technology risk across three lines of defense was not consistently used. Staff members routinely exported data to Excel and created decks and wiki's to share and complete core analysis work, creating compliance and audit risk by pushing decisions outside the platform.
Status indicators were ambiguous and visually inconsistent
Navigation obscured progress, ownership, and review stage
Dense layouts encouraged scanning instead of focused analysis
The core issue was not missing features but cognitive load and interaction clarity
WHAT THE TEAM BUILT
Four targeted interventions, not a full rebuild
Assessment progress and wayfinding: lifecycle breadcrumbs to clarify stage, ownership, and handoffs between reviewers
Diagnostic scoping: scoped views enabling one-diagnostic-at-a-time focus while preserving summary context and previous diagnostic decision connections
Status system redesign: standardized semantics, clear badges, and explicit separation of state from actions
Action model cleanup: labeled actions replacing ambiguous icons, reducing accidental decisions in high-stakes workflows
RESULTS
48pts
NPS improvement
300+
Research participants
3
Lines of defense served
• Faster reviewer orientation and reduced rework
• Decreased reliance on Excel and presentation documents for core decision-making
• Reusable UX foundation established for future risk assessments and broader rebuild
CAPITAL ONE · SENIOR UX DESIGN MANAGER · 3 months
Redesigning A Regulated Decision System
Enterprise Risk Assessment Platform · Salesforce · Compliance UX
MY ROLE
Strategy, research leadership, and team direction
I managed two UX designers and a researcher. I led a mixed-methods research effort including surveys with 300+ respondents, interviews, and usability testing. I partnered with product, engineering, and compliance leadership on quick high stakes wins.
THE PROBLEM
A system of record that people worked around
Capital One's platform for evaluating regulatory, operational, and technology risk across three lines of defense was the system of record, but users routinely exported data outside of the system to complete core analysis work, creating compliance and audit risk.
Risk analysts were creating risks because the platform was cumbersome.
Status indicators were ambiguous and visually inconsistent
Navigation obscured progress, ownership, and review stage
Dense layouts encouraged scanning instead of focused analysis
The core issue was not missing features but cognitive load and interaction clarity
WHAT THE TEAM BUILT
Four targeted interventions, not a full rebuild
Assessment progress and wayfinding: lifecycle breadcrumbs to clarify stage, ownership, and handoffs between reviewers
Diagnostic scoping: scoped views and page layout enabling one-diagnostic-at-a-time focus while preserving summary context
Status system redesign: standardized semantic language, clear badges, and explicit status states
Action model cleanup: labeled actions replacing ambiguous icons, reducing accidental decisions in high-stakes workflows
RESULTS
48pts
NPS improvement
300+
Research participants
3
Lines of defense served
Faster reviewer orientation and reduced rework
Decreased reliance on Excel for core decision-making
Reusable UX foundation established for future risk assessments and broader rebuild
CAPITAL ONE · SENIOR UX DESIGN MANAGER · 3 Months
Redesigning A Regulated Decision System
Enterprise Risk Assessment Platform · Salesforce · Compliance and Risk UX
MY ROLE
Strategy, research leadership, and team direction
I was the Senior UX Design Manager, overseeing one UX designer, one UX engineer, and one researcher. I led the mixed-methods research effort including surveys with 300+ respondents, interviews, and usability testing across first and second-line users. I partnered with the team on design principles, managed tradeoffs with product, engineering, and compliance leadership, and provided structured feedback throughout design execution.
THE PROBLEM
A system of record that people worked around
Capital One's system of record platform for evaluating regulatory, operational, and technology risk across three lines of defense was not consistently used. Staff members routinely exported data to Excel and created decks and wiki's to share and complete core analysis work, creating compliance and audit risk by pushing decisions outside the platform.
Status indicators were ambiguous and visually inconsistent
Navigation obscured progress, ownership, and review stage
Dense layouts encouraged scanning instead of focused analysis
The core issue was not missing features but cognitive load and interaction clarity
WHAT THE TEAM BUILT
Four targeted interventions, not a full rebuild
Assessment progress and wayfinding: lifecycle breadcrumbs to clarify stage, ownership, and handoffs between reviewers
Diagnostic scoping: scoped views enabling one-diagnostic-at-a-time focus while preserving summary context and previous diagnostic decision connections
Status system redesign: standardized semantics, clear badges, and explicit separation of state from actions
Action model cleanup: labeled actions replacing ambiguous icons, reducing accidental decisions in high-stakes workflows
RESULTS
48pts
NPS improvement
300+
Research participants
3
Lines of defense served
• Faster reviewer orientation and reduced rework
• Decreased reliance on Excel and presentation documents for core decision-making
• Reusable UX foundation established for future risk assessments and broader rebuild
