Capital One

Overview: Capital One’s Consumer Bank division stands as a key player in the US banking landscape, boasting a vast network of 755 branch locations, including 38 cafe venues. This division contributes significantly, accounting for over 14% of the total revenues. Capital One's commitment lies in seamlessly integrating banking into consumers' daily lives through digital-first applications, competitive products, and convenient physical locations.

Objective: My focus at Capital One was dedicated to enhancing the cafe experiences offered by the bank. This involved conducting comprehensive research across nine cafes situated in bustling cities like Boston, Miami, and Philadelphia.

Approach:

1. Internal Interviews and Relationship Building:

   • Initiated internal interviews and fostered relationships across the Marketing Experiences team to gain insights and build collaborative partnerships.

   • Delved into the background of Capital One cafes, consulting fellow researchers within the organization to understand established protocols.

2. Alignment and Planning:

   • Worked towards aligning the team on the essential information required to assess the cafe experience process effectively.

   • Strategically planned and executed discovery research across eight branches in Miami and Boston, meticulously gathering data to inform subsequent actions.

3. Evaluation and Testing:

   • Evaluated the effectiveness of proposed design changes through an A/B test conducted in a Philadelphia cafe, aiming to measure the impact of alterations on customer experiences.

Outcomes:

1. Establishment of Baseline Framework:

   • Developed a structured framework to assess consumer trust and experiences at cafes, leveraging standard surveys and Net Promoter Scores (NPS) to gauge customer satisfaction levels.

2. Streamlined Decision-Making for Cafe Events:

   • Enhanced the decision-making process for crafting cafe events, ensuring clarity in articulating their purpose. This refinement was validated by tangible, quantifiable results.

3. Cultivated Ambassador Relationships:

   • Cultivated strong relationships with cafe ambassadors, facilitating seamless integration of designed solutions into their creative processes, thereby ensuring smooth implementation and adoption.

By aligning research efforts with the overarching objective of enhancing cafe experiences, these outcomes contributed significantly to Capital One’s continuous commitment to customer satisfaction and innovation.