Capital One is one of America’s leading financial and credit organizations.
Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We were founded on the belief that the banking industry would be revolutionized by information and technology, beginning with credit cards. We are now the nation’s fifth-largest consumer bank and eighth-largest bank overall.
We were engaged to lead the design of an internal customer management tool to be used by their significant in house support team.
The project started with a lengthy user research and discovery process. Significant technical direction was given by the stakeholder team. Subsequent communication was used to introduce user centric design and design thinking to the stakeholder team. At the end of this process, the design principles were introduced and enthusiastically well received.
This was followed with an information architecture strategy and finally, and outline user experience design specification.