Project Details

Capital one

SMALL BUSINESS

  • INTERVIEWED STAKEHOLDERS AND CUSTOMERS TO UNDERSTAND & REDESIGN THE CUSTOMER EXPERIENCE
  • WORKSHOPPED WITH STAKEHOLDERS TO DEFINE AND UNDERSTAND THE EXPERIENCE
  • MAPPED OUT THE CUSTOMER EXPERIENCE FOR A PARICULAR PRODUCT (MEDIUM SIZED SMALL BUSINESS LOAN)

MAPPING THE CUSTOMER EXPERIENCE

case study

As part of a research team our goal was to understand and re-imagine the small business customer experience across one product (a medium sized small business loan). We held stakeholder interviews to map a paper blueprint of the experience from a back office & banker perspective.



The map was first paper-based. We workshopped with stakeholders to fact check, fill in gaps, capture pain points (Adaptive Path input on methodology) and then designed and created a digital map of complete process identifying current state, pain-points & delighters (back office & assumed customer), regulations, black holes & process loops, timelines & hand-offs, customer & stakeholder comments & questions.
* Interviewed 12 customers to understand their end-to-end experience
* Got a clear understanding of customer and stakeholder pain points and identified overlap
* Identified take-aways & opportunities to prototype solutions which we formatted into a customized blueprint of the end-to-end service


Client
CAPITAL ONE - SMALL BUSINESS
capitalone.com
services
Customer Journey Mapping/Customer & Stakeholder interviews/ Online digital map as jump-off for prototyping solutions
tools
Photoshop / Illustrator / InDesign/ Dreamweaver / Invision/ Sketch / Excel