Associate Self-Service Task Portal
Capital One
Note: Due to NDA restrictions, images of the solution cannot be shared publicly.
I led a team to create an employee task portal that was later adopted as the company-wide standard.
CONTEXT
Capital One’s employees (associates) were expected to take over a year to onboard due to the extreme friction in learning how to do their jobs. They were leaving the company at higher rates due to frustration and overall difficulty they encountered.
The company pivoted to creating a user interface to help employees find and understand the information they needed.
I began this project as the Enterprise content strategist, responsible for upholding Capital One’s design’s content standards before delivery.
PROBLEM
Capital One’s associates had a notoriously fragmented and difficult path to doing their jobs. Attrition was 40% higher than normal, and net promoter scores of the platforms they worked on were negative.
My team was tasked with creating an intuitive self-service user interface that would make it easier to find and understand the information they needed to do their jobs.
SOLUTION
I created a content framework that scaled to all jobs (engineers, product managers, and others). I then created the strategy that was used for its rollout.
My team was tasked with creating an intuitive self-service interface that would make it easier to find and understand the information they needed to do their jobs.
I created the content framework for that interface, and it was later adopted as the company wide design standard.
After a promotion to a lead role, created the company-wide strategy for its rollout.
IMPACT
The content framework was paired with an existing user interface and was used as the basis for its navigation and on-page content layout
The combined solution was adopted company-wide as the standard for designing associate experiences
My strategy framework was used to determine where to deploy the associate task portal
All of the above solutions are still in use today