Best Interactive Services Website

Capital One 360 launched an onboarding checklist in May 2013 to help new 360 Checking Customers get their account up and running. The checklist is intended to help red carpet a Customer through the process of getting a new checking account and switching over all their bills. This page is intended to be helpful to Customers and not just another up-sell opportunity. The page is dynamic and interactive. Customers can elect to forego certain activities that aren’t essential to getting their account running or let us know that their task has been completed. For items that we can systematically identify as being complete, the checklist automatically updates for them. Items included in the checklist are confirming their external link, setting up direct deposit, activating their debit card, setting up overdraft protection, downloading the mobile app, switching their bills and ordering a checkbook. Customers access the checklist from their ‘Account Summary’ page as soon as they’re signed in. Once the checklist is complete, Customers can choose to dismiss it or the link will disappear after 60 days. Thus far the checklist has been very helpful in driving feature usage and getting Customers actively engaged in their new checking account. Over 20% of Customers complete all the necessary items we require to make the account 100% ready-to-go. Also, Customers who actively use the checkbook have more than double the direct deposit usage and checkbook orders. In August, we followed with a 360 Savings version of the checklist to help new savings Customers.

Contributors:

Sr. Marketing Associate:	Mike Ferranti
Sr. Project Manager:	Jamie Eagland
Sr. Manager, Project Management:	Kelly Toton
Marketing Associate:	Eliza Radford
Business Systems Analyst:	Kevin Carroll
Business Systems Analyst:	Jessica Jett

CAPITAL ONE 360

Location: USA