Our New Head of Service Design

On the state of the industry, its value, and why Capital One

Kendra Shimmell, photo by Cooper, All Rights Reserved

Keep in mind that service design is not an isolated practice. Rather, it is a social practice that supports and weaves through just about everything a business does: from that first moment of truth with a customer, where they engage, keep engaging, and ultimately become an advocate; to the thoughtful design of the systems, technology, culture and practices of the teams that enable all of this.



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

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Adaptive Path

A team of designers focused on the capabilities of human-centered approaches to improve products, services, and systems.