Capital One | Product Design, Research, Strategy | 2018
By bringing warmth and humanity to the web experience for the Capital One Cafés, we presented visitors with a new narrative — one that helps them answer the key question, ‘What is this place?’
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Role: Lead Product Design
Team:
Design: Emileigh Barnes (project lead), Danielle Kenwood,
Product: Matt Horton
Engineering: Piotr Gregowski, Leanna Gong, Han Li
As the national footprint of the Capital One Cafés grew rapidly, it became apparent that the Café web presence needed a refresh in order to better accommodate the needs of a growing number of visitors.
The new web presence leads with authenticity and community, and answers visitors’ top questions:
1) What are the physical spaces like?
2) How do they add value to my life?
3) How are they different from traditional bank branches?
The new set of webpages launched in Fall 2018, shortly before the first national advertising campaign for the Capital One Cafés.
Within the first week of launching,
- the bounce rate decreased from 90% to 50%
- sign up clicks for the Money Coaching program went from ~150 a month to ~300
- and the number of pages viewed per visit doubled