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Creating Experiences That Delight Customers and Fuel Brand Loyalty

Customers expect seamless, unified experiences that anticipate their evolving needs and interests. Our Customer Experience (CX) team draws on a deep understanding of user behavior, customer context, and technical feasibility to design experiences that resonate with customers, wherever they are in the buying journey.

Our diverse array of skill sets and expertise, always guided by a strategic approach and modern design practices, results in exciting new ways to enhance customer experiences and foster 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.

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Interviews, Field Studies, and Workshops

Surveys, Market Research, and Competitive Assessments

Customer Personas and Journey Maps

Content and Usability Testing

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.

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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.

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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 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.


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.

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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%.

A More Accessible Experience


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.

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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.

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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.

We Love What We Do

Questions? Contact our Customer Experience Team

Contact Us
Bree Basham

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.