Creating experiences that delight customers and fuel brand loyalty
Customer Insights
Uncover what matters most to your customers
To understand the perspectives of people interacting with your brand, we use data to build a 360-degree view of their unique wants, needs, and pain points, then leverage those insights to create tailored and contextual experiences.
Surveys, Market Research, and Competitive Assessments
Customer Personas and Journey Maps
Content and Usability Testing
Client Stories
Reaching New Audiences Via Research-Driven Personalization
CapTech and the PGA of America (PGA) collaborated on a freshly designed web experience, rooted in research, that personalized the journey for its existing audiences and helped create new connections.
Brand Storytelling
Build brand awareness and trust through powerful storytelling
For your customers and employees, stories create connections and build trust. Every brand has its own story, but what matters most is how you tell it. By articulating your brand story in a way that showcases your unique value proposition, we help you build authentic relationships that turn customers into lifelong advocates.
Brand Development
Brand Campaigns
Photo and Video Art Direction
Copywriting and Content Strategy
Client Stories
A New Brand Platform for Diversity Richmond
CapTech and its employees donate time, talent, and resources to support organizations that enrich the communities in which we live and work. These partnerships often present opportunities to express our stated core values as well. Such is the case with our recent work for Diversity Richmond and our core value of Belonging.
Experience Design
Balance functionality, aesthetics, and emotional appeal
We look at experiences from a customer’s perspective and let their needs shape our strategy. By putting people at the heart of our design decisions, we can build holistic branded experiences that solve real problems and forge positive emotional connections. These meaningful experiences drive authentic engagement, forge lasting loyalty, and ultimately increase revenue.
Responsive Web Design
Mobile App Design
Multi-Channel Experiences
Product Design, Prototyping, and Testing
Client Stories
Redesigned DMV Website Elevates Customer Experience
Determined to deliver a better online experience for its customers, the Virginia Department of Motor Vehicles (DMV) wanted to overhaul dmv.virginia.gov with a new design, streamlined information architecture (IA), and optimization of existing content to make both online and in-person visits more productive. The Virginia DMV also wanted to raise awareness of common online services and transactions to increase user success and reduce customer volumes at offices.
Accessibility
Make your experiences accessible to all
True accessibility maximizes your customer base by ensuring your digital presence and products are usable to as many people as possible across the wide spectrum of physical, cognitive, and sensory abilities. Through expert design, development, testing, and training, CapTech can help you ensure that your digital presence is both inclusive for all users and compliant with legal requirements like the Americans with Disabilities Act and the accessibility law Section 508.
Human-Centered Design and Development
Accessibility Support and Training
Accessibility Audits and Remediation
Client Story
A More Accessible Experience
To maximize inclusivity, a top three U.S. bank asked CapTech to ensure their customer engagement applications met modern accessibility standards, and safeguard these standards for future content and feature rollouts. Our comprehensive review, remediation, and ongoing optimization increased monthly usage by 75%.
Product
Take your product from idea to implementation
Our holistic product approach encompasses strategy, product management, design, development, branding, marketing, change management, and analytics. Whether it's a visionary concept or has well-defined requirements, we excel in building end-to-end solutions, working closely with your team to ensure every aspect contributes to a product that not only captures the hearts of users, but also ensures widespread adoption.
Product Strategy and Roadmapping
Product Design
Product Management
Product Launch and Marketing
Client Stories
A Revamped Mobile Application Broadens User Reach and Elevates User Experience
CapTech’s client, a Fortune 500 global hotel chain, engaged our firm to refine, develop, and launch an Android version of its customer-facing app in an effort to attract new audiences and increase customer loyalty. Expanding the project relationship, the client asked the Customer Experience (CX) team to step into a larger role in defining the product features and enhancements to create a highly engaging travel app. Our ongoing partnership with this client focuses on creating, refining, and designing product features and enhancements across all mobile platforms that positively impact strategy, vision, and performance.
Data Visualization
See your data in action
Data visualization provides a clear narrative for complex data sets and is crucial for informed decision making. By applying user-centric design principles to data and analytics, you can present insights in an easy-to-understand manner that empowers users to grasp information quickly and act confidently on insights.
Data Visualization Development
Data Analysis
Data Storytelling
Client Stories
Shutterfly Production Platform Transforms Performance
Since its inception in 1999, Shutterfly has grown into the photography products industry leader, with their cloud service storing around 15 billion photos for customization and inclusion in items such as gifts, books, and cards. However, an aging, disparate workflow engine with scaling issues was making it difficult to onboard new products with the velocity necessary to keep pace with digital trends and customer expectations.
To address these challenges, CapTech brought in a large team of management, user experience, and development consultants to provide a single, consistent system that would enable Shutterfly to streamline and increase production efficiency, reduce training times and lost time dealing with inconsistencies, support ever-evolving product lines, and improve the work experience for both seasonal and full-time employees.
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The Latest from CX
Questions? Contact our Customer Experience Team
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Bree Basham
Principal, CX Practice Area Lead
Bree leads our Customer Experience practice, creating digital strategies and solutions using modern technologies to deliver meaningful and measurable experiences for our customers. She has served as a Creative Director for many omnichannel experiences within the retail space, as well as for a number of other industries that CapTech serves.