Enterprise Data User Journey

Context

As of 2023, Capital One manages over 600 petabytes of stored data. The data is produced and consumed by:

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Software engineers, developers, data scientists, analysts, ML modelers, etc;

All interacting with various platforms and tools to utilize the data.

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This collection of users and their respective actions make up the data lifecycle – from the creation and collection of new data to the eventual archival or deletion of data

Role

Design Strategist, Researcher

Team

2 Service Designer Leaders
1 Director

TimeLine

6 Months

skills

Strategy Design

User Research

Service Design

Impact

Recommendations from mapping were leveraged in four 2024 annual planning sessions at the Director/VP + level and led to initiative prioritization and team alignment across the Enterprise line of business (600+ individuals)

Work was recognized by MVP of design as exemplary use of service and strategy design to align the organization

Discover

Objective: There is no visual that captures the end-to-end data system in a clear and actionable way. This leads to platform teams not understanding the user experience, creating duplicate solutions and disregarding downstream impacts
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Contribution: Collected research, interviewed SME, synthesized findings across data areas. Collaborated on strategy, iterated on journey map design and co-presented to SLT
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Result: Provided SLT with scalable visualization and boundary object that enabled baseline understanding, discussion on prioritization and alignment

Define

Objective: Collect existing resources and define a problem statement and design perspective. Identify the major steps, platforms and tooling through interviews with SME
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Contribution: Collaborated on research brief, identified and interviewed key SME platform owners, collected notes and transcribed insights into low fi mapping
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Result: Collected 10+ past product and design artifacts to develop participant activity. Conducted 8 interviews and noted 280+ comments

Design

Objective: Refine the low fi mapping based on feedback and design expertise
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Contribution: Created numerous design iterations based on platform owner, manager feedback and judgement. Worked with content team to refine phrasing
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Result: Developed a mapping with refined content, consistent design language and unified end-to-end experience

Synthesize

Objective: Provide SLT with scalable and customizable boundary object visualization that enables discussion and planning

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Contribution: Collaborated on final visual and presented end-to-end user journey in various internal and SLT share outs
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Result: Developed unifying template design. Final mapping showcases 3 users, their actions, the major tools and platforms used  Map template link

Deliver

Map was printed out (16ft at scale) and used for various SLT planning sessions and internally for planning

2024 Planning for Data Privacy & EDS (SLT)
2024 Planning for Data Management (Director+)
Finance team offsite (data cost analysis)
2023 eData Project Mapping

Map influenced roadmaps and team alignment