Risk analysts in Capital One's auto lending division were working with fragmented data across multiple systems, making it difficult to assess loan applications holistically. The process was slow and inconsistent, creating compliance exposure when analysts missed critical signals.

Lead Service Designer and UX Strategist. I mapped the end-to-end lending journey, identified friction points through analyst interviews, and designed the future-state workflow.

Created a unified risk assessment view that consolidates data from disparate sources into a single decision screen. Designed the workflow around the analyst's mental model—grouping information by decision relevance rather than system origin. Added confidence indicators and audit trails to support compliance requirements.

Risk analysts weren't asking for new features—they were asking for clarity. The strategy was to reduce cognitive load by organizing information around decisions, not data sources.

Sometimes the best design intervention is removing steps entirely. Not every problem requires a new interface—some require fewer.

Automate data reconciliation; add exception flagging for edge cases; expand to other lending verticals.