COMMERCIAL BANK ONBOARDING
CATEGORY
Service Design
CLIENT
Capital One Commercial Bank
MY ROLE & SCOPE
Design & Research Leader
Oversaw cross-functional team
Impact across entire line of business
No prior or existing strategy
ACTIVITY OVERVIEW
– Formation of a Team
– Primary Research
– Empathy Interviews
– Service Blueprint
– Co-Creation Sessions
– Concept Testing
– Organization Socialization
– Consultant Partnership
– MVP Development
– Implementation
OPPORTUNITY
I was the design leader for one of the three forty-person Agile trains within what was then called One Experience. OneX aimed to define a product strategy across Treasury Management, Card, and Credit product teams within the Commerical Bank. One clear strategic bond between the space was onboarding. If we could show the value in working together in onboarding we could better sell the value of workin together in other new, creative ways.
APPROACH
I drove all design and research methods while working in close partnership with my product, tech, and business partners. Our skillsets complimented one another so we each lead where our discipline had clear strengths or ownership. We were very collaborative. I drove reseach, synthesis, mapping, and concept direction that fed into an executive leadership presentation that I spoke within, as well as socialized with partner teams.
OUTCOME
Part of what our team needed was further resourcing to implement foundational components of a single onboarding vision–and we achieved not only that but buy in to bring in a consultant group for a major spike in progress. The consultant team really helped as a forcing function to get the whole Commercial Bank to come together around a single strategy. Implementation would take years but we laid the foundation.
