Capital One Café

With today’s millennials banking online, traditional retail branches are becoming irrelevant. Alongside Capital One, I helped transform the banking experience with good coffee vibes, collaborative space, and interactive financial learning.

Partnering with Peet’s Coffee, Capital One Café was created to better serve local communities all across the US. Offering free wi-fi, locally made goods, and professional financial advice, the café provides a relaxed and stress-free environment.
Our team used observational research and journey mapping to understand user habits and key micro-moments. We identified 3 different user types that set the structure for our interactive experience: passive, receptive, and engaged. Using localized day-parted content and visuals, the tone of the café adapts as the day progresses. We leveraged APIs to share weather, transit times, and city data to better inform and provide utility to in-and-out café goers. We created interactive courses and delightful games to break down barriers, educate and encourage people to embrace finance. We sketched scenarios and service design blueprints to uncover meaningful touch points between ambassadors and customers.
As part of our iterative rollout plan, we focused on launching key pieces of content in different cities to establish benchmarks and then evaluate engagement, sentiment, and memory recall. I also wrote an article on Medium detailing the design process.

Huge
2016 - 2017

Adam Davis, User Experience Lead
Molly Werner, Interaction Designer
Hugh Connelly, Creative Director
Martha Dixon, Associate Creative Director
Rachel Gillett, Copy Lead
Lacey Valentini, Art Director
Veronica Souza, Visual Designer
Lamon Bethel, Associate Visual Designer
Jeff Small, Technical Director
Ryan Jackson, Web Engineer
Michael Johnson, Web Engineer