Confidentiality Notice
Visuals and proprietary information have been modified or generalized to protect sensitive company data.
End-to-End Customer Experience Assessment
To support an upcoming key partnership with Amazon, I co-led a comprehensive end-to-end assessment of the Business Credit Card experience, uncovering customer, operational, and experience gaps across the journey.
By aligning cross-functional stakeholders around a shared view of the customer needs and prioritizing more than 70 opportunities for improvement, I helped shape future experience investments and establish a roadmap for enhancing the business banking card ecosystem.
Role
Experience Designer
Timeline
2025–2026
Recognition
Gold Shield Award
(employee recognition award)
Impact
Created baseline structure of ~70 prioritized opportunities for program backlog, informing 2026 product planning
Supported the conversion of 650,000 companies and 921,000 cards
Delivered the first full picture of the end-to-end credit card journey map at the bank
Simplified onboarding of critical partners and new program leadership
Challenge
As the bank prepared for a major partnership initiative, leaders needed a clearer understanding of the end-to-end experience to proactively identify friction and reduce customer pain points.
Our team was given the opportunity to bring together customer, product and business insights into a single journey view that could inform strategic decision-making and future roadmap planning.
Approach
Audited 19 end-to-end journey steps, mapping complete screen flows to establish a single source of truth for the product experience
Synthesized qualitative and quantitative insights across SME interviews, prior UX research, and Qualtrics survey data to identify key customer friction points
Partnered with cross-functional product teams to validate screen accuracy, refine pain point severity, and uncover operational dependencies
Facilitated alignment with senior leadership, presenting journey flows to drive strategic consensus on roadmap priorities
“One of the most actionable and thorough examples of journey mapping that we've done here at the bank.”
Prioritization Matrix
Led product and business stakeholders through an Impact vs. Effort analysis to prioritize the most critical opportunities, driving alignment on initiatives with the greatest customer and business value.
Reflection
Customer journeys reveal opportunities that individual teams cannot see
The most impactful opportunities and gaps in our systems emerge between products and channels rather within them. This assessment gave us the chance to uncover critical customer needs that individual teams could not see in isolation.
Design can shape strategy, not just solutions
Design's value in an organization extends beyond improving experiences. We can help identify where to invest, prioritize opportunities and to align around long-term efforts.