Capital One

Rewards & Travel Booking Experiences

Company: Capital One

Year: 2019-2022

Role: Principal Experience Designer

Team:
Travel Team, 2021-2022
Rewards Team, 2019-2021

Tools: Figma, Miro, Optimal Sort, UserTesting.com

Skills & Methods:

Product/UX Design

Strategy

User Reserach

Journey Mapping

Multi-channel

0-1 MVPs

Web

Mobile

iOS & Android

Travel

Loyalty

eCommerce

B2C

Overview

Summary

Travel booking and tools for cardholders. Capital One Travel is an online booking platform for eligible 40M+ credit cardholders that allows users to book flights, hotels, and car rentals. The platform offers tools and benefits to help users save money, earn rewards, and make informed decisions.

Key Projects

  • Rewards User Research & Interviews

  • Updating Rewards in Capital One App

  • Connecting multi-channel Reward & Travel flows

  • Mapping Travel Booking journey map.

  • Optimizing search, check out, and error reduction,

  • Planning, implementing, and synthesizing multiple usability and A/B testing

  • Partnered with Accessibility team to ensure proper adherence.

Projects

Rewards on Mobile: iOS & Android update

Adding a new section Benefits section to the Rewards mobile experience.

Travel Booking Portal (MVP): Research & UserTesting

  • Research & Discovery

  • Co-planning and conducting user interviews to kick off foundational research around the Delivery business.

  • Planning and facilitating future-state vision workshops

Travel Booking Portal (MVP): Optimizing flows

For Search, Booking, Trip management, and Checkout.