https://www.designstephen.com/news daily 0.75 2022-02-04 https://www.designstephen.com/news/get-out-there-bnzn6 monthly 0.5 2020-06-19 https://www.designstephen.com/news/why-deserts-matter-too-75pr3 monthly 0.5 2020-06-19 https://www.designstephen.com/news/new-hope-in-old-appalachia-ztsng monthly 0.5 2020-06-19 https://www.designstephen.com/home daily 0.75 2025-12-10 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612723877157-19OXB89PUBH19FJATM0X/Jasmine_blackcard.jpeg Home Upmarket credit card pilot & activation https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696183037634-OTGPU47579IGL57RL13T/Premium+hero+00.png Home Design experiments increase conversion & revenue https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696181367115-9RQUVI89FNI2LEY579UW/Digest+hero+00.png Home Using customer data to innovate & delight https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/8f772a69-67dd-45e5-a243-2aa3819cb1e7/C1+Lounge+06.png Home Defining the CapitalOne airport lounge experience https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728731480-2UQINXSCPDYTMSJIIS94/LOCmac.png Home Digital transformation at the Library of Congress https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/50dcbabd-1ae3-4ec2-8943-72113d4bd5aa/Vroom+hero+01.png Home Design experiments optimize for acquisition, engagements, and conversions https://www.designstephen.com/what-we-do daily 0.75 2021-02-04 https://www.designstephen.com/meet-me daily 0.75 2025-04-22 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/5e3eb8d5-7081-4019-a244-01c898bff5a4/_44A5940.jpg https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1415be17-994b-4160-b770-a17217967b4f/IMG_7939.jpeg About https://www.designstephen.com/take-action daily 0.75 2022-02-04 https://www.designstephen.com/read-me daily 0.75 2023-09-18 https://www.designstephen.com/partners daily 0.75 2024-04-08 https://www.designstephen.com/posters daily 0.75 2026-01-07 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/0a5fc3b7-64af-4c40-aea6-aa56e652a443/TB_Poster_full_1080x1600.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/0e191016-bccd-47b0-be3b-d9774524ea47/FrizzyPoster_27x40_no48.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/cefc4027-9175-4eef-b088-8d397e2ae812/Untitled-2.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/46ee2ac5-56a4-47c6-a5a8-cadce896e648/The+Sick_poster_1080.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/5f834215-e91c-4b20-b0b1-b9ac7ca5bcc1/Luisa_poster_27x40_f.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/e0491c15-332d-41a2-913d-2d308958b109/324_poster_27x40.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/4b7dd6a2-f6b7-4afc-864c-18aa94cefb5a/BeKind_poster_1080x729.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/78f76cf9-c1d3-4ae8-a512-1c016f567e16/561e4139425397.5606b494200b8.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/5007ddda-30a7-4d51-995c-75ddcb30c0cb/169fb539466709.5606b66417c85.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/6af4033b-b28f-4fc2-afd6-ac57c55630c8/be94ce39425399.5606b55088480.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/c0849ae6-fb29-414b-9144-3b4801387ff2/ef283139374563.5606b2744c31b.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/9286ceba-669a-4c4a-90e5-ac5dd06168ca/8abbc639374561.5606b0b0ae58f.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1745345021343-4DDO0CC9S2YLIXRDM8CN/631e6523280349.56047af0ba90d%2B%25281%2529.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1745345053674-IVVFBV8I11D6HDYF0FJ7/0b5adb23281381.56047af7873a4.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/3f3cab19-07df-4fba-8d5d-475f7a8e938b/MOSS.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/224c6d37-d700-47b1-aca4-a79990cf44ee/20e46e23280347.56047ac9e3899.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/fa0aad2a-a7ec-4f27-b90a-04046b35575a/posterInstall.png Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/75b975ee-e1e3-4bd2-a35b-6e2d4fb1d8f7/4c032523427043.56047f4d42ab4.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/558de422-c460-41c8-bd0d-2ea68275c99c/798a8139374559.5606b273afb39.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/f32d01a9-5b57-459e-a54f-02da70493601/8b9a7639374557.5606b29e9d8bb.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/9dc756aa-a787-431b-b08b-f7a7fcb17f33/a18beb39374781.5606b341d081f.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/bd34fd38-9d2b-4e4e-a4bf-6919b3c85aae/74d4e823426989.56047f472cc45.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/5afe6c7d-12cb-40fd-87e5-172ba7055151/b0fea623426991.56047f9f5b76a.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/315e7691-2f0c-4940-8e58-e64a9cf25eca/e9353c23427035.56047f5fcfcc8.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/41bd94eb-cad4-4ad2-b35b-bdb1f8cc6500/_Casting-mistake-EP-cover-art-F2.jpg Posters https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/45077bd9-2273-4c6d-9a40-3a996d04ab80/SG_EP_art01.png Posters https://www.designstephen.com/contact daily 0.75 2025-05-12 https://www.designstephen.com/x-design daily 1.0 2026-01-12 https://www.designstephen.com/x-design/cardpilot monthly 0.5 2026-01-12 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/d8fa49ef-99b4-4dc6-9ed0-828412a445ce/Early+concepts+pilot+elements.png X Design - Activation & pilot launch I assembled early vision pieces to help execs imagine using a cafe for a product launch https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612646437305-B4LOH6CUNOWOHCY8JVXI/Elements_Workshop.png X Design - Activation & pilot launch Pre-work included collaborative workshops to develop the experience blueprint https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/b85fee72-490f-4930-adbb-c8e4c8e3c30b/Screenshot%2B2022-02-14%2Bat%2B12.42.24%2BPM.png X Design - Activation & pilot launch I had the blueprints translated into story boards to illustrate the E2E experience https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612646200769-Y9YPL9I4SXES69VC39U7/Jasmine_blackcard.jpeg X Design - Activation & pilot launch I led photo shoots for modelling the cards, skateboarder Jasmine was a perfect choice https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696946753919-OTHBM7VYNJAM6K9FMNUZ/Screenshot%2B2023-10-10%2Bat%2B10.03.01.jpg X Design - Activation & pilot launch Early sketches become reality working closely with fabricators and designers https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696946498818-YY0HHOL30UD906LC5GGD/Screenshot%2B2023-10-08%2Bat%2B10.35.51%2BAM.jpg X Design - Activation & pilot launch Concepts geet fleshed out in 3D before final fabrication and material selection https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612718864455-E7IX5M4B95LY6LRAE5BR/TableDisplay.jpg X Design - Activation & pilot launch The custom-built display and wall highlights the cards, complete with 3D video on loop https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612719587444-48ZX3SJMNL3Y2YCRI5O5/Cafe_displaytable03.png X Design - Activation & pilot launch Detail of final card trays installed around the display table https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612647845183-J6N7I9ECQD3FPYD6I6JM/ipad_app_elements.png X Design - Activation & pilot launch A streamlined application process made it easy for Ambassadors to collect sign-ups https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/e8cd73c7-7604-43dd-b44a-5164faa8c8ef/Screenshot+2023-10-10+at+10.03.55.png X Design - Activation & pilot launch Rigorous usability testing gave us the advantage of simplicity, clarity and efficiency, while collecting customer data https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/8b8f04b9-0585-4bf0-b2c8-14ce34309547/Screenshot+2023-10-08+at+10.36.23+AM.png X Design - Activation & pilot launch The sign-up app UI themes responded to the style and color of card chosen https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/fa0aad2a-a7ec-4f27-b90a-04046b35575a/posterInstall.png X Design - Activation & pilot launch Overseeing the installation of marketing materials and physical components https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612720046694-2CLGD8G6WRHS066Y5ZTG/Ambass02.jpg X Design - Activation & pilot launch Ambassadors intercepted interested customers to provide information https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/cec283fc-ef69-4aef-8214-99546510b130/IMG_1808.jpeg X Design - Activation & pilot launch Launch day was exciting for everyone, as we watched customers peruse in awe https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612653196716-OFF5AYLPBN760GPZJY3S/Cafe_Stephen_intrvw02.jpg X Design - Activation & pilot launch On launch day I interviewed customers, cafe staff, and team members with a film crew https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696866371624-RPQ3RDDNI8WCYJIBWMA8/IMG_1683.jpg X Design - Activation & pilot launch The final 5 card designs, all snug in the custom-made wallets I designed https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/0a309d30-3b62-4ba5-ba7d-a1b952d1efcb/jimmy.png X Design - Activation & pilot launch Jimmy led his team of amazing cafe ambassadors during the launch https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/4c0866a1-38d2-4291-b839-0a2fbb31ad16/Cafe_ext.jpg X Design - Activation & pilot launch Outside the Capital One Cafe Rittenhouse Square in Philadelphia with visible signage to draw in the curious at night https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/9dcbfba4-aaa5-4732-b6e8-9e9cac8e129b/denver01.png X Design - Activation & pilot launch On press with card manufacturers in Denver. Earlier materials research led us to factories in China, Japan, and Korea. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/a5be53aa-f991-4fa6-9aee-0c7290b07c16/InfinityMirrors.jpg X Design - Activation & pilot launch https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/ec431386-1c69-4903-9c8b-0cfe32895e3d/Screen+Shot+2019-04-05+at+8.54.08+PM.png X Design - Activation & pilot launch A custom wallet and "thank you" cards https://www.designstephen.com/x-design/digest monthly 0.5 2026-01-12 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612557551541-HMRE3XV8Z4OVIKMBLFVH/0f177793c4d51a0c2f2de30e454d9119.jpg X Design - Travel Digest pilot Bank statements are boring. Nobody wants to read them. They suffer from low-engagement, low open rates, and are usually a reminder to the customer how much they spent, or owe. But banks are required by law to issue them. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612530773835-3ND44DV6I0QEGCFPVT3J/IMG_0363.jpeg X Design - Travel Digest pilot Crowdsourcing ideas is good for flaring. I led cross-discipline design jams to collect as many ideas as possible, giving us a variety of potential "shareable moments” derived from transaction data. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612546089701-6XDMDJMM4IT5W3OLM6WB/IMG_0645.jpg X Design - Travel Digest pilot Critical to my process is vetting ideas openly, which allows us to discuss what is possible. Like any good democracy, we voted on the concepts that resonate with us deeply. These would become the first test prompts. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612556746156-B4ME8F5GBASQIYAGAWOV/Screen+Shot+2021-02-05+at+3.24.48+PM.png X Design - Travel Digest pilot We surveyed 200, interviewed 10 customers. Early stage prototyping moves us quickly to start conversations with customers. Working in low fidelity was the best way to get ideas in front of customers so we could determine appetite for summarized transaction data. The feedback was generally positive. However, concerns around privacy and trust arise when it comes to sharing personal finance information and social media. So we dig deeper. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612531008115-GTM4B0GHX5V2FBZ7J7VQ/Screen%2BShot%2B2021-01-30%2Bat%2B8.41.53%2BPM.jpg X Design - Travel Digest pilot We surveyed another 300, interviewed 4 more customers. Further research measures emotional engagement and willingness to share. Initial research suggested we focus on the travel vertical – something people are emotionally sentimental about – so we iterated on concepts to raise the fidelity of information as we learned more. While trust remains a big issue, surprisingly, people are still willing to share more than we expected! But there is a formula as to what they would share, and only through particular channels. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612531217964-NAT78RYAL525KY06ZXOD/Artboard+Copy+3.png X Design - Travel Digest pilot We Survey 100 (x3) trip summary content strategies. A successful trip summary combines moments to remember (emotional) with synthesized spend calculations (utilitarian). After several rounds of research a content strategy emerges: 1. surface aggregate spending insights that are otherwise cumbersome to calculate on their own 2. show spending in categories 3. cross reference their data with 3rd party or public data https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612633930659-2G37LOZDKM35KU6EAMK7/digest_Eno_mockup.jpg X Design - Travel Digest pilot Prototype: Get a message from Eno when you return home from a trip. When a customer swipes their card for the first time back in their home zip code, they receive a message from the Capital One AI bot, Eno, welcoming them to review their spending during travel. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612634000620-2PP8QA105JRFDG5O34ZY/digest_mockup02.jpg X Design - Travel Digest pilot Prototype: Imagine receiving an email from your bank welcoming you home from your trip. The cross-channel strategy leverages email, too, the same place customers expect to get their credit card statement. Customers will also receive an email notification at the next billing cycle, with a “shareable view” summarizing their spending highlights, while hiding the most personal information before they share. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612634131977-M6LUJLBEG78HER2BSD18/TRAVEL.jpg X Design - Travel Digest pilot Email prototypes: Year-end travel summary This concept dovetails seamlessly with the Venture Card Rewards program. At the end of the year, customers will receive a travel summary of all the trips they’ve taken and Venture rewards points earned. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612556091780-BREBMED935I9A32QH3LU/Screen+Shot+2021-02-05+at+3.14.24+PM.png X Design - Travel Digest pilot Early prompts used for research https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612547528127-OZJ7T02NIVCJ97E67Z8O/Screen%2BShot%2B2021-01-31%2Bat%2B12.05.17%2BAM.jpg X Design - Travel Digest pilot Early research results https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696181367115-9RQUVI89FNI2LEY579UW/Digest+hero+00.png X Design - Travel Digest pilot https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612626821537-GTL1PRY7GEO2V4OM1T1G/C1+Digest+-+phone.jpg X Design - Travel Digest pilot Prototypes begin to flesh out. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612565026298-PWCLH7QLKX4UC5M7C8G1/TRIP.png X Design - Travel Digest pilot Prototypes variations begin to flesh out. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612530657872-4RE9Q4A127YX5J3ZLKL4/Pages%2Bfrom%2BC1%2BDigest%2B-%2BRewards%2BTeam%2B20191204%2B%25281%2529.jpg X Design - Travel Digest pilot Numerous options for prototypes help us gauge what resonates with customers. Visual design was helpful in retelling a travel story. https://www.designstephen.com/x-design/offerup-premium monthly 0.5 2026-01-12 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/29c2b5ef-ccd7-4c20-a3ff-0704da1fa93b/iPhone+14+Pro+Max+-+1.png X Design - OfferUp Premium Our process: methodically iterate to optimize the design Aggressive Q1 timelines dictated a launch with without branding or content defined, so we'd have to build the plane while it was heading down the tarmac. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/63ab1387-c6ca-49e5-8b60-dbafe73779c9/Frame+4+%282%29.png X Design - OfferUp Premium I led the design team through in-app experimentation while developing a brand look and feel that would stand out in the buyer flows, and celebrate the benefits to users (without causing significant disruption to the general UI experience). https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696788487667-671LAL9TJZ6Y5384SWD0/Frame%2B6.jpg X Design - OfferUp Premium I worked in lock-step with Product and Tech to schedule experiments to run in every sprint so we could methodically iterate on layout design, copy, brand elements, CTA language and entry-point placement. Then we would map winning entry points to winning landing pages to validate our assumptions. Boom! https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768239878660-9I4SIAV0QN4ZL1GIKZNN/Premium-Landing-Page-3.png X Design - OfferUp Premium Around the end of Q2, I personally conducted a quick refresh of the brand elements tightening up the look and feel in the UI, emails, ads, and with my product partner, introduced "3-day free trial" placements and remapping of entry points to winning landing pages. The results were rewarding: In one month alone, we were able to double the number of sign-ups compared to the cumulative number of sign-ups from the prior 6 months. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/709c081d-dca3-47e2-a1f8-811962a48249/Screenshot+2023-10-08+at+1.37.42+PM.png X Design - OfferUp Premium Mapping placement of creative assets to test value props that flow to landing / upsell pages https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/a4069760-98f2-4fdc-8417-beb3e3fd0d53/Frame+7.png X Design - OfferUp Premium Landing page strategies leverage choice psychology, copy, content, and pricing tests, highlighting value props in the headlines and copy. Reordering val props, entry points, and so on. Constantly nuancing to achieve maximum conversion. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768239951899-6M777QOE7X1UIQVXUAT7/image%2B%252825%2529.png X Design - OfferUp Premium Metrics collected from StatSig keep us informed of the impact to other experiments so we can avoid any unwanted downstream effects. Symbiotically, the findings from research and data led us to introduce more value props, which aded to even more sign-ups. Woo hoo! https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696787143391-3WP1IGEXN6TSTJM3CCA8/image%2B%252816%2529.jpg X Design - OfferUp Premium I defined a brand color system that complemented OfferUp green to stand out in the app, and had to be accessible in light and dark modes https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768240571469-ZSGX31FEFRYMLN3DNYIG/image%252B%25252817%252529.jpg X Design - OfferUp Premium Badging was developed to meet user expectations of a Premium identity https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1696786098308-CQ0UHWA1HWHWU96XYC1T/image%2B%252828%2529.jpg X Design - OfferUp Premium Value proposition alternates were tested rigorously https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/91d54fde-6376-493f-a379-e0c52488109f/image+%286%29.png X Design - OfferUp Premium All designs were tested in light and dark mode to develop the design system and color strategy https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/8989791e-feb8-4f1d-9be6-adb2a07dd6ce/image+%285%29.png X Design - OfferUp Premium Even ads get the color-treatment tests https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/efed41ec-61c6-4bf5-b267-78938e8d3aef/image+%282%29.png X Design - OfferUp Premium At the time, we didn't have a copywriter so I wrote most of the copy as well https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/46b1dba3-598c-42c1-85a8-beadbcc58953/image+%2821%29.png X Design - OfferUp Premium We strategically placed dozens of entry points to the conversion flow and optimized language for CTAs https://www.designstephen.com/x-design/lounge monthly 0.5 2026-01-12 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768234902645-JKSD3WY25Y5FD08U02FQ/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_09.jpg X Design - Airport lounge customer access strategy I led my team to develop two scenarios to flesh out the journey pain points and opportunities to delight when booking a flight with a Venture card and through the Capital One Travel Portal. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/69cf7a62-b6b9-4c22-924a-f7d5eaa99f9d/Screenshot+2023-10-01+at+4.49.56+PM.png X Design - Airport lounge customer access strategy I developed this framework of common use cases to highlight how early in the journey we can help our customers discover the lounge. The way they book their travel will provide unique opportunities of when and where to contact them. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/58c59821-997c-4220-9bf3-60ea1903e5c2/Screen+Shot+2021-02-17+at+10.15.06+AM.png X Design - Airport lounge customer access strategy In collaboration with tech partners we identified multiple opportunities that could leverage NFC and beacon technology (already embedded in their phones) that could trigger access points. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768234175231-ZXWD7P9XI1FT1LZKN8AL/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_13.jpg X Design - Airport lounge customer access strategy Anne's scenario: Anne uses her Venture card to book a flight from IAD on the Capital One Travel Portal. The confirmation email she receives after booking lets her know that she has free access to the new Capital One lounge at Dulles Airport! https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/8f772a69-67dd-45e5-a243-2aa3819cb1e7/C1+Lounge+06.png X Design - Airport lounge customer access strategy Anne's scenario: 24 hours before her flight, Anne receives a push notification reminding her about the lounge, with a deep-link into the EASE lounge experience where she can see her lounge pass. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/538e571f-68df-4981-91a7-ceda2572dc40/Screenshot+2023-10-01+at+3.54.53+PM.png X Design - Airport lounge customer access strategy Anne's scenario: On the day of her flight, she arrives at the airport. While waiting in airport security, Anne explores the lounge amenities in the app, sees the lounge is not very busy (30% capacity), and is able to reserve a massage within minutes of arriving to the lounge. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/d414292c-d561-4360-89d7-62f80606aa1f/Screenshot+2023-10-01+at+4.48.32+PM.png X Design - Airport lounge customer access strategy Anne's scenario: As she approaches the lounge entrance, she walks through the gate-less turnstiles, hears a satisfying 'ping!', and receives a warm welcome from a host inside. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768234243549-CXNI70G20NNT3NKAQZ9I/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_19.jpg X Design - Airport lounge customer access strategy Anne's scenario: Once inside the Lounge, she receives an Eno message asking her if she'd like to order a premium drink. The app uses her Venture card as the default card-on-file and allows her to add a tip. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768235274293-ZRXY8ZXF06ZSH8RLFMPP/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_32.jpg X Design - Airport lounge customer access strategy Jamie's scenario: Jamie is a Capital One customer, but he used his Citi Advantage card to book his flight on the American Airlines website. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/24d7a94e-1b08-4e8b-8b0e-29c0609bf040/Screenshot+2023-10-01+at+4.48.47+PM.png X Design - Airport lounge customer access strategy Jamie's scenario: During his layover at Dulles, Jamie uses his Capital One Venture card to buy a magazine at the Hudson News store. His purchase triggers a push notification letting him know that there is a Capital One lounge nearby. Tapping on the notification deep-links him into the EASE lounge experience to get a free pass, food, and other amenities. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768235453992-C9COLK29HFUFUTQJPR4Z/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_37.jpg X Design - Airport lounge customer access strategy He sees an option to order a free packaged meal to-go-perfect since he is running a little short on time. All he has to do is select a meal and then enter his flight information to complete his order. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1768235435495-FYIRPT10NJJ7RW6MC149/Lounge%2BX%2BLAB%2BSprint%2B1%2BReadout%2BDeck_Page_38.jpg X Design - Airport lounge customer access strategy The confirmation screen includes pickup instructions and an option to view directions. He follows the directions to the Lounge. https://www.designstephen.com/x-design/loc monthly 0.5 2026-01-12 https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612729824290-JSMCIQWDWX3GSWNKPF2Y/LOC_OldPages2.jpg X Design - LOC complex systems LOC.gov suffered from a lack of shared UI patterns, visual design and branding making for a disjointed user experience. Many of these problems were caused by various divisions of the Library acting independently without any knowledge of what others were doing. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728317132-H7KYOLG9NBGJ0Z3Z54NI/LOC_GlobalHeaders.jpg X Design - LOC complex systems A quick win with high value: design a header to unifying the Library’s main properties. Many visitors of the Library’s websites were not aware that LOC.gov, Congress.gov and Copyright.gov all live under the same roof on Capitol Hill. This simple solution defines the site's organization and provides users with an overview of diverse Library content and services at a glance. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612475738619-LMGBMF4G1DD5XRQ91Y2Q/LOC_Menu_disc.jpg X Design - LOC complex systems Establishing a common framework for global navigation and menu was a usability no brainer. The new mega-menu provides additional exposure to Library content, programs, and services currently hidden deep in the Library’s large web site. Plus it provides users with ubiquitous, consistent access to key Library web resources from any page on the site, regardless of user entry point. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612730504089-0N1XGDZ3J7XVX7WQ7EFJ/LOC_3_map_pages.jpg X Design - LOC complex systems A template system for objects, formats and collections provides users with better context and relational content. For the first time ever, the Library’s content had been organized with an architecture that leverages meta tagging to connect objects to one another, creating logical hierarchy and nesting within collections, and provides high opportunity for discovery through “related” objects. Reduces maintenance and management burden by creating a single set of common components to manage and upgrade. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612732453757-SF5UXJ5L4WJ2X01ZYY39/LOC_search.png X Design - LOC complex systems A new object-oriented, faceted search paradigm is a powerful and fast way to get specific results. Another “first” for the Library. Object-oriented search based on existing meta data provides users a powerful, new way to filter their results, and preview an item before linking to the object detail page. This template system provides users a context for all digitized items as a stand-alone object, as a part of multiple other collections, and belonging to a set of similar formats as well. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728383974-28XI64GV4XIZI4LJQPXC/LOC_ipad.jpg X Design - LOC complex systems Designed to be flexible and scalable across devices, from desktop to mobile, maintaining visual design integrity. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728415338-QMQKNRSMAYW3VAYGY437/LOC_Responsive_test.jpg X Design - LOC complex systems Modular templates: Defining break points for responsive design. Once the templates were built with CSS and HTML5, we worked closely with developers to noodle and tweak the images and captions, defining break-points and hierarchy of page elements. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612729577899-D5A6OCJQ4M36WB0UU9LF/LOC_IMG_4380.jpg X Design - LOC complex systems Working out interaction patterns for collections of objects. Many items in the Library also belong to collections, there is now a landing page where users can browse items in a specific collection. These collections describe the inter-relationships within a group of objects, and also link to other objects and other collections those objects belong to.  https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/8b9231b2-3976-43bf-89b3-32c38e97d81a/LOC_Interactions_examples.jpg X Design - LOC complex systems Documenting interaction models in a complex search paradigm. For many complex operations, I worked with users and developers to define interaction models and design patterns providing detailed documentation as functional specifications in high-fidelity wireframes. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728592852-1YBA8AD70XBC9RSK0EMY/LOC_process.png X Design - LOC complex systems Top down and bottom up - balancing business requirements and user needs. The new global navigation for LOC.gov reflects destinations of the most searched terms (user-driven) mixed in with curated links (business mandated), but was not designed to reflect the structure of the Library as an organization. Usability testing helped us get to a final working model that meets user needs. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612729507353-7G9UXWUAWRN9LFLJ5BVX/LOC_process+wall.JPG X Design - LOC complex systems In a politically-driven environment, posting our work to crowdsource feedback from our peers keeps us honest and transparent. I have always been a big fan of sharing our work with neighbors and peers do get a different point of view. People would walk by our hallway all day long, stop and take a look, and post comments to our work. Not a very common practice on Capitol Hill. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612731605023-HXUG9RLCP81JHLRYF55K/LOC_web.png X Design - LOC complex systems We partnered with the National Library Service for the Blind to ensure accessibility for all. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728692021-8HQO0SK4MR00I3UR8RYG/LOC_social+2.png X Design - LOC complex systems LinkedIn, Twitter, Facebook, and blogs. Unified across social media channels, Library curators can now share fascinating facts and expertise with a personal voice to the masses. https://images.squarespace-cdn.com/content/v1/601c674a59f3c15a4f94ce12/1612728400424-LJBJ125R5QAZCCEI1891/LOC_Menu.png X Design - LOC complex systems