CAPITAL ONE: IN-PERSON EXPERIENCES - SOLE DESIGNER
CAFE
REWARDS
BACKGROUND
"What is a Capital One Café? I thought Capital One is just a bank."
A Capital One Café is a community space where you can come in - relax and recharge - whether you bank with us or not.
The problem?
Not many people aren't aware a Capital One Cafe is, or are aware of how to interact with a Cafe.
OUR SOLUTION
How can we drive traffic and engagement into our Cafes?
In order to increase traffic to our Cafes, and as a part of our broader expansions into the New York market, it was decided that we would digitize our paper loyalty coffee card experience to better track and engage with customers, and use this as a long-term vehicle to build relationships with customers, in-stores and online.
THE FINAL DESIGN
NATIONAL CAMPAIGN
At any advertisement in the New York area, customers are able to scan any QR billboard and receive a free coffee.
Upon discovery of any billbaord, customers are able to scan a QR code to obtain instructions on how to receive free coffee at their next Cafe visit. Upon submission, they will receive a digital wallet pass to use for redemption.
ASSOCIATE EXPERIENCE
On in-store tablets, associates are able to send customers a free coffee during their interaction.
Onboarding that brings delight to the customer, while still being informative about what the feature's functionalities and core capabilities. Customers can also set up a minimum balance to prevent their account balance from getting too low.
Results from this launch
1.2 million
site visits throughout the course of 2023
83,000
downloads as of Dec 2023
~ 3,000
redemptions at C1 Cafés across the U.S.