Queue is the back-end app that bankers use when customers sign into LobbyOne. The app gives branch associates visibility into the Lobby and into how long customers have been waiting and what they're waiting for.
Research was done into determining how bankers interacted with digital tools in the branch as well as their natural flow and way of working. The research was done through interviews and observation in every region Capital One has physical presence.
Lobby One is the app that customers use to sign-in to speak with bankers. It's designed to be as simple to and quick to use as possible.