Capital One had established itself as a leader in customer loyalty across its online travel and hotel rewards. The next big thing for its cardmembers was to be able to redeem their points for unforgettable live experiences. In collaboration with Vivid Seats, we designed and launched Capital One Entertainment—a seamless, user-friendly ticketing platform that allows cardmembers to discover and redeem rewards for unforgettable experiences.
Role:
Product Design Lead
Platform:
Responsive Web
Duration:
2022
Problem
Capital One’s loyalty card program needed to stand out from standard competitive offerings by targeting customers seeking exclusive experiences.
Goals
Create a seamless ticketing experience that makes it easy for Capital One cardholders to discover and purchase exclusive event tickets.
Establish a scalable design system using Atomic Design principles to maintain consistency across product and engineering teams.
Optimize efficiency and quality by reducing implementation time and improving the overall user experience.
Reinforce Capital One’s brand identity through a visually cohesive and intuitive interface.
Process
I collaborated with stakeholders to define user needs, map out the end-to-end journey, and create a scalable design system. Through research, wireframing, and prototyping, we built a streamlined experience that prioritized ease of use, exclusivity, and brand cohesion.
Solution
We built the Capital One Entertainment online marketplace providing access to ticket-purchasing for over 500,000 exclusive live event experiences.
Scalable design system for the future
I designed the initial interface, which was then transformed into an Atomic Design system to ensure consistency across product and engineering teams. This approach streamlined implementation, significantly reducing development time while enhancing efficiency and quality.
Finding your dream seats
Ensuring cardholders could easily find and purchase their ideal seats was a key priority. I designed an intuitive experience that allowed users to seamlessly search for events, explore venue maps, and select specific seats with confidence. By aligning the interface with user expectations and business requirements, we created a smooth, engaging ticket-buying journey that integrated seamlessly with Capital One’s systems.
Predicting customer needs
The marketplace contained comprehensive listings of thousands of venues with full descriptions, venue layouts, and ticket pricing. To manage this complexity, we designed and implemented a global search function and prioritized dynamic menu items based on previous search results. This allowed cardmembers to access events and tickets quickly and easily.
Redeeming points made easy
Our teams developed a custom eCommerce experience, integrating multiple systems, and delivering secure transactions at checkout. The easy-to-use interface allowed cardmembers to use their loyalty rewards points and credit card payments to purchase event tickets.
Impact
The Capital One Entertainment marketplace was delivered within a tight timeline. Millions of cardmembers now have access to over 500,000 live events and incredible experiences. The intuitive, high-performing platform provides the scalability for future expansion and delivers enhanced value and customer loyalty for Capital One.
