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Illustration by Ed Abbott

Experience Design is Human-Centered; Our Metrics Should Be, Too

Design Has Matured

Daniel Filler
Aug 1, 2017 · 7 min read

The trouble is, when you peel back the curtain, you quickly realize these metrics and outcomes aren’t inherently customer-centric.

Measuring Customer Impact

Regularly measuring customer impact metrics on a dashboard alongside business outcomes does more to create customer advocacy than another corporate presentation.

Nothing makes an employee feel that they’re in the right place quite like working for a company that values its customers and more importantly, humanity.


Customer Impact at Capital One

Financial anxiety is an epidemic in our country.

We believe that if we can materially impact these customer-centric metrics with our experiences, then our customers and their communities will thrive.

Practical Steps to Start Measuring Customer Impact

You’d be surprised, while the company may not be measuring specific customer outcomes, I’m willing to bet they’re capable.


One Design Community

Stories from Capital One's designers on how using humanity…

Daniel Filler

Written by

Experience Design Director @CapitalOne. Obsessed with design, innovative technologies and the sport of hockey.

One Design Community

Stories from Capital One's designers on how using humanity, simplicity, and ingenuity can empower people to have better control over their money.

Daniel Filler

Written by

Experience Design Director @CapitalOne. Obsessed with design, innovative technologies and the sport of hockey.

One Design Community

Stories from Capital One's designers on how using humanity, simplicity, and ingenuity can empower people to have better control over their money.

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