“Everyone notices bad design, we maybe just don’t know to label it as such,” says Daniela Jorge, chief design officer at Capital One. “But we get frustrated when something doesn’t work the way that it should, and we get very positively surprised when something not only does the job that it’s supposed to do, but even more — something unexpected that makes your life easier or better.”

Jorge dove into the way human-centered design must drive data-driven experiences with Sharon…