Capital One’s Auto Lending division faced growing operational risk due to fragmented control systems, siloed processes, and inconsistent monitoring. The existing workflow required teams to track controls manually across multiple platforms, leading to inefficiencies, delayed reporting, and limited visibility into compliance risk. The challenge was to bring clarity and structure to a highly complex environment — one that blended financial operations, digital systems, and regulatory oversight — without overwhelming end users.

The primary objective was to design a unified Controls Monitoring & Assessment platform that simplified oversight while empowering risk managers and analysts with actionable insights. The system needed to centralize compliance data, standardize workflows, and automate control testing and reporting. The goal was not just modernization, but transformation — to create a digital experience that enabled proactive risk management, reduced manual friction, and increased institutional confidence in every decision made.

I led a human-centered design approach focused on clarity, consistency, and operational efficiency. Through stakeholder workshops and service design mapping, we uncovered key pain points and aligned cross-functional teams on a shared vision. The final design introduced guided workflows, visual dashboards, and predefined categories for faster decision-making. Each element was grounded in transparency and usability, reducing time-to-insight and improving audit accuracy. By elevating complex risk management processes into a streamlined, intuitive experience, Capital One gained a scalable platform that now drives both compliance precision and organizational agility.

I led a human-centered design approach focused on clarity, consistency, and operational efficiency. Through stakeholder workshops and service design mapping, we uncovered key pain points and aligned cross-functional teams on a shared vision. The final design introduced guided workflows, visual dashboards, and predefined categories for faster decision-making. Each element was grounded in transparency and usability, reducing time-to-insight and improving audit accuracy. By elevating complex risk management processes into a streamlined, intuitive experience, Capital One gained a scalable platform that now drives both compliance precision and organizational agility.