Capco Services: Product & Experience

Our Expertise in Product & Experience

Our integrated and highly collaborative team of strategists, technologists, data scientists, creative thinkers, and domain experts help our clients establish new revenue streams, enhance the consumer experience, and accelerate innovation from strategy through to execution and benefits realization.

Product Strategy

We help our clients take an end-to-end view of product strategy and design, customer experience, market demand and product lifecycles to drive adoption and engagement. From start-up incubation through legacy product reviews and multi-disciplinary product delivery, we help our clients build and manage compelling products that meet client needs in an age of digital acceleration.

Product Delivery

To keep the customer at the heart of the product, we adopt a multi-disciplinary design approach which translates strategy into action, working across the product lifecycle to create and deliver digital innovation in partnership with our clients and their customers.

Experience Transformation

Ineffective UI/UX can undermine even the best products. Our designers combine creative flair, a consumer-obsessed approach, and data-backed design principles while leveraging methodologies – including design thinking and the ‘jobs-to-be-done’ model – to ensure a seamless customer experience across products, strategies, and services.

Communication & Engagement

We prioritise the connections between our clients’ business strategy, people and culture, ensuring the workforce is fully equipped to exceed their customers’ expectations. Our industry-proven approaches help to promote autonomy and collaboration within and across teams by embedding innovative ways of working such as design thinking and agile.

Marketing Services

Using best-in-class technology, optimized data and streamlined processes, we design content-rich solutions, including websites and campaigns, and architect personalized customer experiences to enhance marketing performance. This means our clients can iterate and reinvent on a continuous basis, and ensuring content remains fresh and relevant.

Highlights key insights of the ‘NYDFS Part 500 compliance’ success story

Success stories

Best-in-class greenfield digital bank in one year

A Tier 1 UK Bank partnered with Capco to launch a new digital-only business bank from scratch in one year. Partnering with our client from inception to launch, we:

Built a product strategy for SME clients by adopting a customer-centric design approach rooted in deep understanding of client needs, goals and challenges. This informed the focus areas of the new solution and the features to be designed
Engineered a greenfield, cloud-only platform (modular and scalable) that enables continuous delivery, high-scalability and robustness and reduce dependency on providers
Integrated third party KYC and KYB providers as these were cheaper and faster to implement as opposed to building these services in-house
Set up customer operations ready to launch and scale to market

The new bank is recognised across the industry as best-in-class. It has maintained Apple and Android App Store ratings of 4.8+ out of 5.0 from inception, and customers can complete account opening in less than 5 minutes, a first for a UK-based SME bank.

Highlights key insights of the ‘Cyber risk assessment framework’ success story

Improved digital capabilities, elevated customer experience & cost savings

An Insurer requested our support with an end-to-end service transformation that aimed to increase customer engagement and reduce cost to serve in the savings and retirements space. Together, we:

Mobilized over 140 people across 17 cross-functional squads for the key initiatives: Workflow automation and orchestration, process simplification, digital journey optimization, and digitizing self-servicing capabilities
Redesigned the digital advisor journey and introduced new servicing propositions
Optimized the information architecture of the public website to funnel users to the best servicing journey and reduce drop-off

The resulting unified servicing model significantly improves the client’s digital capabilities, drives customer self-service and has improved operational efficiency. They have achieved cost savings up to £14M and an uplift in NPS scores of 20 points.

Highlights key insights of the ‘Threat-based strategy development & implementation’ success story

Conceptualizing a bank account supporting customers to achieve financial & environmental sustainability

A UK insurer considering launching a bank account product requested our support to articulate the proposition alongside the financial, environmental and banking value drivers and reward mechanism. Working closely with the client, we:

Explored new benefits in the retail banking landscape
Defined potential revenue streams and OKRs at a proposition and journey level

The client was able to take the proposition forward to validation, having a view over the viability, desirability and feasibility of such a proposition to their customer-base.

Highlights key insights of the ‘Cyber resilience strategy’ success story

Scalable MarTech strategy that drives personalization & efficiency

A global bank requested our support to address fragmented MarTech investments, inconsistent personalization capabilities, and lack of a clear roadmap tied to business priorities.

Together, we:

Conducted a full-stack capability assessment, aligning business goals with use case-driven technology priorities
Rationalized the Martech stack to eliminate duplication and reduce spend
Created a phased roadmap with use cases tied to growth and compliance

This work delivered a 3-year roadmap aligned to enterprise goals, reduced technical debt by $10M, and provided clear investment governance to fund MarTech evolution.

Highlights key insights of the ‘Secure & sustainable cloud ecosystem’ success story

Derisking major transformation by preparing 4,000 program & project managers

A Tier 1 investment bank had a globally dispersed group of 4,000 program and project managers, supporting four global businesses across more than 100 countries. The client aimed to drive a major transformation program including implementing DevOps and agile by establishing project management standards to support a community of 44,000 colleagues. Together, we:

Created a one-stop shop to support all project managers skills in project portfolio management (PPM)
With the creation of the hub for PPM, we upskilled project managers with interactive engagements like sticker books for agile, DevOps and waterfall applicable tasks
Connected this to a subsequent face-to-face training program customized to each person’s identified needs

The bank achieved better project manager connectiveness, sharing of best practice and increased engagement from this audience. The upskilling and standardization of project management standards enabled higher quality project management and reporting across the board.