Out with the old and in with the new

This project was all about improving the customer experience. A new way to pay; a better way to manage their account; enhancing functionality. We also had to ensure the smooth transition from our old third-party produced app to the new one, giving us the flexibility to innovate. It was a big ask. But we all pulled together to create the perfect answer.

Improved user experience

A better way to manage accounts.

The Core Team That Made It Happen

Product Manager – Michael Day

Business Systems Analyst – Eleanor Turner

Interaction Design – Sy Karim

Defining the business case.

There were senior stakeholders involved in this project and, unusually for us, a rigid timeline. We had to deliver on time because there was a fixed day on which our old app would go offline. There was also a need to deliver a quality product so our customers could manage their accounts. This meant that everyone from Tech to Operations had their eyes on the project. So I couldn’t be the one to hold it up.

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The design process

Bringing the mobile app in-house has brought with it new minds and new ways of thinking. It really has inspired creativity and digital innovation. We have regular hackathons where the whole team gets involved to have some fun and develop new features or new features for the app. That’s been really fun to be part of as a non-developer.

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The Build

Building the app from the ground up was a real learning experience for everyone. Our old app was done by a third part so we didn’t even have access to its data. Literally everything needed to be done from scratch. But this works for us. We had more control over everything, so a greater degree of freedom to achieve want we wanted to achieve with it.

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Key learnings

Product Manager – Michael Day

I learned a great deal from working with our software development teams. As the credit and analysis function, we’re used to setting intent and having it delivered for us. In this project, I had to work according to the intent and deadlines of another team. It was also my job to explain to our managers and directors the atypical constraints we were working under.

Business Systems Analyst – Eleanor Turner

As we move towards becoming more of a tech company, having control over our platforms is paramount. Bringing the mobile app in-house was part of a whole strategy in this space. Building new things, being innovative and challenging yourself to be better is a core part of what Tech looks like at Capital One. That’s what makes it so exciting for me to work here.

Interaction Design – Sy Karim

This was a really challenging project to get my head around. Factoring in the way we charge our customers wasn’t just a straightforward calculation. While the initial intent appeared fairy simple, making it work from a design perspective was anything but. That’s why working here; being surrounded by a team of people focused on achieving an objective is so inspiring.