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Financial Services

Capital One + UserTesting

How Capital One's UX team collected insights during COVID-19
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About Capital One

Capital One Financial Corp. is a financial holding company whose subsidiaries—which include Capital One, N.A., and Capital One Bank (USA), N.A.—had $304.2 billion in deposits and $421.3 billion in total assets as of June 30, 2020. Capital One offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients through a variety of channels. 

Illumi Awards
Capital One Achieved
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Test responses in days, not weeks
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UX research business continuity
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A new and preferred way to gather UX feedback

Challenge

Composed of UX Research, UX Analytics, and UX Research Ops subject matter experts, the purpose of Capital One’s Experience Insights group is to empower product teams in Capital One’s Commercial Bank to do their own UX research—research often held in-person at client sites and in Capital One’s own User Labs.

The team was on track in 2020 to surpass 2019’s impressive tally of 79 research studies involving 555 participants when COVID-19 abruptly and unexpectedly required members to work remotely—and forced Capital One to pause all client UX research and in-person research. But team members knew moving ahead with important UX projects without the critical insights provided by UX research was a risky endeavor. That’s when they decided to give remote UX research solutions a try.

Solution

Krista Jodoin, Senior Manager UX Insights Strategy, heard that other teams at Capital One had had success conducting remote UX research with UserTesting's human insight platform. So she spearheaded a trial with a UserTesting license to keep the centralized Experience Insights team operating during the pandemic.

The UserTesting platform, with its broad set of UX research features and enormous panel of participants located throughout the world, proved to be exactly the right decision. The software itself was easy to learn and effective to use. Plus, UserTesting's support and customer success teams made everything feel seamless for the Capital One Experience Insights team as they transitioned from in-person to remote research. 

With UserTesting as a strategic partner, Capital One's research operations team was able to help all their stakeholders to easily design and launch tests, recruit participants (even hard to find ones), and get familiar with the new approach. 

Results

As a result, the Capital One Experience Insights team is doing more high quality UX research than before the pandemic. Everyone was impressed that responses came in hours or days, rather than weeks like before when in-person testing was the primary option.

Capital One teams readily embraced remote research through UserTesting as a valid—even preferred—way to collect user feedback.

At a time when many projects face unexpected delays and challenges, Capital One’s UX research has emerged as a dependable bright spot that empowers teams across the company to continue generating important and actionable insights for their UX work, despite challenging market dynamics during the pandemic.

With UserTesting, we've empowered all our teams to get far faster insights than before without sacrificing quality. Everyone has embraced it as a preferred way to collect user feedback and uncover actionable human insights.

capital one
Krista Jodoin Senior Manager UX Insights Strategy