Capital One
This example highlights the results of a design strategy that focused on investments in foundational platforms, the customer journey, and a re-imagination of how the business and CX could work.
Capital One
This example highlights the results of a design strategy that focused on investments in foundational platforms, the customer journey, and a re-imagination of how the business and CX could work.
Capital One
This example highlights the results of a design strategy that focused on investments in foundational platforms, the customer journey, and a re-imagination of how the business and CX could work.
Project
Enterprise Platform Redesign
Role
Design Director
Year
2020 - 2021
Context
When Capital One created a new app in 2015, people were still watching shows on cable, dialing taxis, typing posts on Facebook, and trying Amazon Prime.
But in 2020, the world had changed. Technology had changed. Consumer expectations had changed. But the app hadn’t. And behind the scenes, Capital One had been undertaking a monumental tech and data transformation while building a fundamentally broader business.
It was time they tapped into it. It was time to reintroduce Capital One.
Context
When Capital One created a new app in 2015, people were still watching shows on cable, dialing taxis, typing posts on Facebook, and trying Amazon Prime.
But in 2020, the world had changed. Technology had changed. Consumer expectations had changed. But the app hadn’t. And behind the scenes, Capital One had been undertaking a monumental tech and data transformation while building a fundamentally broader business.
It was time they tapped into it. It was time to reintroduce Capital One.
Context
When Capital One created a new app in 2015, people were still watching shows on cable, dialing taxis, typing posts on Facebook, and trying Amazon Prime.
But in 2020, the world had changed. Technology had changed. Consumer expectations had changed. But the app hadn’t. And behind the scenes, Capital One had been undertaking a monumental tech and data transformation while building a fundamentally broader business.
It was time they tapped into it. It was time to reintroduce Capital One.
Outcome
The new app welcomes customers to an experience at the cutting edge of what they need from their financial products. And at every step of the way, showing them all of the value they can access with Capital One.
The ecosystem of value arranges around the customer — visually rich, dynamic, relevant, seamless. Everything they need to do, or maybe should do, is intuitive. And no matter what happens, they stay informed without the work.
This was not a nice to have, this needed to be the primary experience of a brand with over 250 million customer touch points a month. An intelligent ecosystem that puts people at the center.
This is the new Capital One.
Outcome
The new app welcomes customers to an experience at the cutting edge of what they need from their financial products. And at every step of the way, showing them all of the value they can access with Capital One.
The ecosystem of value arranges around the customer — visually rich, dynamic, relevant, seamless. Everything they need to do, or maybe should do, is intuitive. And no matter what happens, they stay informed without the work.
This was not a nice to have, this needed to be the primary experience of a brand with over 250 million customer touch points a month. An intelligent ecosystem that puts people at the center.
This is the new Capital One.
Outcome
The new app welcomes customers to an experience at the cutting edge of what they need from their financial products. And at every step of the way, showing them all of the value they can access with Capital One.
The ecosystem of value arranges around the customer — visually rich, dynamic, relevant, seamless. Everything they need to do, or maybe should do, is intuitive. And no matter what happens, they stay informed without the work.
This was not a nice to have, this needed to be the primary experience of a brand with over 250 million customer touch points a month. An intelligent ecosystem that puts people at the center.
This is the new Capital One.