ASSOCIATE EMPOWERMENT PLAN
CATEGORY
CLIENT
Capital One Commercial Bank
MY ROLE & SCOPE
Design & Research Leader
Oversaw design team
Impact across line of business
Never been done before
ACTIVITY OVERVIEW
– Primary Research
– Empathy Interviews
– Themes & Insights
– Leadership Work Sessions
– Design Strategy
– Opportunity Prioritization
– Change Implementation
– Testing & Learning
OPPORTUNITY
Capital One regularly receives accolades for being a great place to work. They are constantly one-upping themselves in regard to creating a safe and nurturing workplace–so how do they do it? They never allow stagnation to take hold of their approach. They try new things like leveraging research and service design within HR.
APPROACH
Leverage Service Design within their effrts toward continued cultural evolution. Bring Human Resources and Service Design together in close partnership to dive even deeper into what makes associates successful. The team utilized interviews, co-creation, and prioritization in order to pivot their approach to associate empowerment.
OUTCOME
Six research themes that guided the definition of a series of incredibly intentional initiatives as well as a toolkit to teach other teams how to use this approach. Initiatives touched processes, organizational structure, communication patterns, and training programs. Work continues today in applying this approach and learnings.
EXPANDING OUTWARD
In 2020 we found ourselves, once again, in need of more deeply understanding our associates and their needs. I worked with a small team to make sense of how the pandemic had exacerbated existing issues.
Separately I was also involved in a research project dedicated to understanding associate perspective around talent management for end of year calibrations.
