Defining the customer experience for Auto Navigator
PROJECT TIMING: 2017
The innovation team at Capital One created an online product called Auto Navigator that was seeing early success. The team needed to gain an understanding of the product and the customer to inform next steps. I led the effort to create the information architecture, journey map and service blueprint.
Bringing warranty online
PROJECT TIMING: 2015
The existing process to submit warranty claims was very manual and inefficient. There was a lot of room for improvement to bring the process digital and make it easier to track. I led the implementation to integrate with CRM, improve the process and uncover new opportunity areas for continued iteration.
The relaunch of DRHorton.com
PROJECT TIMING: 2012 – 2014
With customers starting their home search online more and more, I led the effort to shift DRHorton.com from a website that was mostly text with an emphasis on specification sheets to emphasizing large imagery, interactive floor plans and a focus on selling the feeling of the home.