Capital One PM: Fix the Web Experience for a Chosen Visitor Segment

You are a product manager at Capital One. Explain how you would make the Capital One website better: who you would design for, which problems you would solve first and how you would know it worked. ```hint Ask what job the site does that the app does not People who are not yet customers rarely have the mobile app installed, while existing customers often do. Decide which visitors depend on the website most before choosing problems to solve. ``` ### Clarifying Questions - Should I focus on prospective customers researching and applying for products, or on existing customers managing their accounts from a computer? - Is there a product line to prioritize, such as credit cards, checking and savings, or auto financing? - Is the business goal acquisition, lower servicing cost or customer satisfaction? - Which legal disclosures on product pages must stay as they are? ### What a Strong Answer Covers - A clear view of the website's role next to the mobile app, and a chosen visitor segment - Pain points along that segment's journey, from first visit through a decision and beyond - Prioritized solutions, reasoned through impact, effort and compliance constraints - Metrics that judge the quality of what the site produces rather than clicks, plus guardrails - Risks such as fair-lending concerns in recommendations, required disclosures and lost search traffic during a redesign ### Follow-up Questions - If you recommend specific cards to visitors, how do you keep the recommendations honest when some cards earn the bank more than others? - How would you test a website change whose most important outcome, card usage and repayment, appears months later? - What would you change for existing customers who reach the site looking for sign-in or support?