Along Austin’s iconic Congress Street, a newly opened bank café includes a conference table, a meeting room, open area tables, and a Peet’s Coffee shop.
What the bank does offer, is their space, and with it, they provide classes on money handling and responsibility.
To an observer and service designer, Capital One seems yet again to be trialing another approach for a way to be relevant.
From a business perspective it may make sense to reduce the costs associated with providing individual account services, but It remains unclear how Capital One’s latest venture helps them attract other profitable business. The bank’s service design department leader, based in New York City, ignored repeated requests to fill in the blanks.
Over the past 10 years or so, Capital One has trialed a number of ideas that seem to have been a bust.
From an outsider, the appearance is that Capital One is attempting a transformation based on expediency and profitability guised as customer experiences, all the while missing the bigger picture of evolving and revolving a service around users.
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