Humans At The Center

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INDUSTRY

Finance

METHOD

Customized 3-day workshops

OUTCOME

Design thinking trainings

 

OUR CHALLENGE

How might a leading bank place human needs at the center of its work?

 
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The context

Capital One’s CEO felt urgency that all of its employees be trained on the fundamentals of human centered-design. While the leading bank excelled at technology and business solutions, they wanted to bring the voice and needs of the customer more front and center into their operations.  Their guiding objective was to transform from a provider of financial services to an institution built around improving the lives of others.

 

 

The process

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Of Course facilitators delivered a series of three-day workshops, tailored to Capital One’s business model and customer segments. Participants gained understanding and appreciation of the core principles underlying human-centered design: empathy building, ideating and rapid prototyping. They were brought through interactive exercises that forced them to challenge assumptions and develop problem-solving approaches rooted in human needs. Participants were then tasked to apply what they learned by designing solutions for real problems faced by their banking customers.

Of Course also ran “train-the-trainer” sessions so that Capital One felt empowered and capable of building human-design skills among teams after the engagement.

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The transformation

The company-wide training initiative was so successful that Capital One decided to create an internal group dedicated to human-centered service design. Capital One leaders cited a real behavior change across the company and renewed focus on customer needs. In total, Of Course trained over 350 employees over the course of 6 months.

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"This workshop was the most fun corporate training I’ve ever been to!"

ISLAM ABOUTALEB - PROJECT MANAGER, CAPITAL ONE
 
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