How conversational interfaces are innovating banking

It's probably fair to say banks aren't particularly popular these days. What is Capital One doing to help change people’s feelings about their bank?

The first step is designing for people and keeping humans – with their full, messy stories – at the centre of everything we create. Every year we gather as a company for a TED-style speaker series where we share customer stories and insights, so we never forget who it is that we’re making financial products better for. It’s what drives us, and why so many of the most talented designers I know are working at a bank right now. Money is emotional, and it enables us to live our best lives. What better design challenge is there?

Capital One acquired UX pioneers Adaptive Path a couple of years ago. How is that influencing the design culture at Capital One?

We love Adaptive Path. Even before they joined our design team, Evelyn Huang began to teach and institutionalise design thinking at Capital One, so now you see 350 designers all working for a bank versed in things like human-centred design and service design, doing empathy research, testing early and often with real people.

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Oliver Lindberg

Oliver is an independent editor, content consultant and founder of Pixel Pioneers. Formerly the editor of net magazine, he has been involved with the web design and development industry for more than a decade and helps businesses across the world create content that connects with their customers. He is passionate about content, user experience, accessibility and designing for social good.