Client: Capital One

Challenge: Increase customer use of Capital One’s online banking tools to: a) drive deeper engagement b) increase customer satisfaction with online banking c) increase advocacy and referrals

Solution: Apply a gamification strategy to existing online banking graphical user interface that identified user profiles and patterns and pro-actively displayed calls-to-action that encouraged and rewarded desired behavior while improving the customer’s satisfaction with the online tools.

Tactics included progress bars and status updates to cross-promote supporting banking products, badges and recognition for completing desired tasks, and rewards for referrals and recommendations.