CAPITEC
Debit Order Switching
Switch on App Optimisation
When a client switches banks, one of the most friction-heavy moments in their journey is moving their debit orders across. The Switch on App feature allows Capitec clients to request debit order switches directly through the app, with branch as a secondary channel — removing the need to contact each service provider individually.
This project involved a comprehensive CX review of the Switch on App experience across the full client lifecycle, from the moment a client decides to switch banks through to post-switch tracking and communications — identifying what was working, where clients and staff were encountering friction, and producing a prioritised recommendation tracker that drove improvements.
How might we introduce a Debit Order Switching experience on the Capitec app seamless, transparent, and trustworthy — so that clients can confidently switch their debit orders with minimal manual effort, receive timely and accurate updates throughout the process, and staff can effectively support them when things go wrong?
DESIGN CHALLENGE
PROJECT OVERVIEW
CX OBJECTIVES
To evaluate the end-to-end client experience of the Debit Order Switching Process and Switch on App feature — identifying usability, technical, experience and communication gaps for both clients and staff — and to produce a prioritised, actionable set of recommendations that improve clarity, reduce friction, and create a more seamless switching experience from initiation through to confirmation and tracking.
PROJECT SUMMARY
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2025
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE - IN OPTIMISATION PHASE
The review was conducted across multiple phases throughout 2025, consolidating findings from product experience reviews, client journey map workshops, call centre agent insights from a pilot period, social media monitoring, and a full servicing data analysis.
Findings spanned the end-to-end journey — pre-switch, during-switch, and post-switch tracking — and were structured across four business areas: UX/CX, App, Marketing and Conversational, and Servicing and Internal Systems.
An ideal future-state flow was also designed with UX mockups, matching designs from the UX designers to bring the optimised experience to life.
All findings were consolidated into a RAG-rated recommendation tracker actively used to drive fixes across the product, servicing, marketing, and internal systems teams.
CAPITEC
Debit Order Switching
Switch on App Optimisation
When a client switches banks, one of the most friction-heavy moments in their journey is moving their debit orders across. The Switch on App feature allows Capitec clients to request debit order switches directly through the app, with branch as a secondary channel — removing the need to contact each service provider individually.
This project involved a comprehensive CX review of the Switch on App experience across the full client lifecycle, from the moment a client decides to switch banks through to post-switch tracking and communications — identifying what was working, where clients and staff were encountering friction, and producing a prioritised recommendation tracker that drove improvements.
How might we introduce a Debit Order Switching experience on the Capitec app seamless, transparent, and trustworthy — so that clients can confidently switch their debit orders with minimal manual effort, receive timely and accurate updates throughout the process, and staff can effectively support them when things go wrong?
DESIGN CHALLENGE
PROJECT OVERVIEW
CX OBJECTIVES
To evaluate the end-to-end client experience of the Debit Order Switching Process and Switch on App feature — identifying usability, technical, experience and communication gaps for both clients and staff — and to produce a prioritised, actionable set of recommendations that improve clarity, reduce friction, and create a more seamless switching experience from initiation through to confirmation and tracking.
PROJECT SUMMARY
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2025
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE - IN OPTIMISATION PHASE
The review was conducted across multiple phases throughout 2025, consolidating findings from product experience reviews, client journey map workshops, call centre agent insights from a pilot period, social media monitoring, and a full servicing data analysis.
Findings spanned the end-to-end journey — pre-switch, during-switch, and post-switch tracking — and were structured across four business areas: UX/CX, App, Marketing and Conversational, and Servicing and Internal Systems.
An ideal future-state flow was also designed with UX mockups, matching designs from the UX designers to bring the optimised experience to life.
All findings were consolidated into a RAG-rated recommendation tracker actively used to drive fixes across the product, servicing, marketing, and internal systems teams.
A high-level end-to-end client journey map was produced covering both new and existing clients across the full switching lifecycle.
For new clients, the journey spanned from the moment of needing to move banks, through research, account opening, and next best actions prompting a debit order switch.
For existing clients, the journey covered researching how to switch, deciding to switch, initiating the switch in-app, uploading a statement, selecting and editing debit orders to switch, confirming the switch, and tracking requests and outcomes post-submission.
Channels at each stage were mapped across App, Branch, WhatsApp, BSC, Web, and Social — with key moments of friction and opportunity starred throughout.
A full walkthrough of the Switch on App experience was conducted to evaluate the current state of the product.
Insights were also gathered from BSC agents engaged with the Switch on App feature during the pilot period.
PROCESS:
Client Journey Map
Findings & Recommendations
All findings were consolidated into a RAG-rated recommendation tracker organised across UX/CX, App, Marketing and Conversational, Servicing, and Internal Systems — with each item assigned a key experience challenge, upcoming fix, planning horizon, RAG status, and ownership. The tracker is actively used across the Conversions Product, App, Marketing, and Servicing teams to drive implementation, with several items already in progress or resolved and others planned for upcoming build cycles
An ideal future-state flow was designed with UX mockups, matching the designs produced by the UX designers to bring the optimised experience to life - for the ideal state.
Future-State CX/UX Design