The digital transformation of a leading financial services company's online mortgage application process required a shift in strategy and dedication to a holistic customer experience. Organizationally, the company wanted to move toward a customer-focused product development approach.

Under my leadership, our team shaped a customer experience strategy and innovative product design. While executing this approach, my team and I helped develop processes, evangelize UX methodology, and build a robust in-house UX team. Preliminary results of the online application process showed an 85% increase of completion rate and a 5x reduction of user time on task.

Once fully implemented, CapitalOne saw online home originations grow from 1% to over 75% of all originations within the first year alone.