Card Statement

OBJECTIVE

The previous statement had not been improved upon in over 10 years and with each new regulation came another bandaid. In order to deliver the best possible customer experience, improve payment habits, and encourage customers to go paperless. The credit card statement needed a complete refresh.

PROCESS

INTERVIEWS

MOCKUPS

USER RESEARCH

STAKEHOLDER REVIEW

There was many rounds of refinement and reviews, before a pilot program and eventual 100% rollout of the new statement.

RESULTS

The new and improved credit card statement was released to the entire customer population, which led to a better customer experience, reduction in call volume, and no negative changes in payment behaviors. In August 2017, Corporate Insights, which tracks the top 11 credit card issuers, gave the statement a grade of A-. The only statement that achieved a grade higher than B+, and they praised Capital One’s “updated section headings, smart use of color and superior delineation of sections result[ing] in legible, straightforward monthly statements.”