CAPITEC X EASYEQUITIES INTERGRATION
Easy Equities Partnership
CX Review & Optimisation
Capitec's partnership with EasyEquities enables clients to invest directly through the Capitec app, offering a simplified, immediate-access investing experience to a broad client base.
Originally powered by an API integration, the partnership evolved into a Breakout model — allowing clients to access the full native EasyEquities ecosystem independently, removing platform limitations and reducing backend technical dependencies.
The work on this project focused on comprehensively evaluating and improving the client experience across both models,
How might we create a seamless, trustworthy, and intuitive investing experience for Capitec clients through the EasyEquities partnership.
DESIGN CHALLENGE
PROJECT OVERVIEW
CX OBJECTIVES
To evaluate the end-to-end client experience of the Capitec x EasyEquities partnership across both the original API integration and the new Breakout model — identifying friction points, bugs, and gaps across the client journey, servicing support, and communications — and to produce prioritised, actionable recommendations that improve the experience for clients, frontline staff, and the partnership as a whole.
PROJECT SUMMARY
A comprehensive, evidence-based CX evaluation framework covering client journeys, competitor benchmarking, staff insights, servicing data, and social listening — consolidated into a RAG-rated recommendation tracker with short, medium, and long-term fixes spanning UX and copy, technology, communications, marketing, and staff enablement — actively driving the optimisation of the experience.
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2025 - 2026
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE - IN OPTIMISATION PHASE
SOLUTION
The EasyEquities project involved a multi-phased, multi-method CX evaluation covering the original widget integration and the newly launched Breakout experience. Work included journey walkthroughs for both new and existing EasyEquities users through the Capitec app and the native EasyEquities platform, a competitor teardown of the Discovery Bank EasyEquities partnership, branch and call centre focus groups, servicing data analysis, social media listening, and a full communications review. Findings were consolidated into a structured recommendation tracker actively used to drive fixes and optimisations across UX, technology, marketing, communications, and servicing. The project is currently in the automation and optimisation phase, with multiple recommendations implemented and others in progress.
CAPITEC X EASYEQUITIES INTERGRATION
Easy Equities Partnership
CX Review & Optimisation
Capitec's partnership with EasyEquities enables clients to invest directly through the Capitec app, offering a simplified, immediate-access investing experience to a broad client base.
Originally powered by an API integration, the partnership evolved into a Breakout model — allowing clients to access the full native EasyEquities ecosystem independently, removing platform limitations and reducing backend technical dependencies.
The work on this project focused on comprehensively evaluating and improving the client experience across both models,
How might we create a seamless, trustworthy, and intuitive investing experience for Capitec clients through the EasyEquities partnership.
DESIGN CHALLENGE
PROJECT OVERVIEW
CX OBJECTIVES
To evaluate the end-to-end client experience of the Capitec x EasyEquities partnership across both the original API integration and the new Breakout model — identifying friction points, bugs, and gaps across the client journey, servicing support, and communications — and to produce prioritised, actionable recommendations that improve the experience for clients, frontline staff, and the partnership as a whole.
PROJECT SUMMARY
A comprehensive, evidence-based CX evaluation framework covering client journeys, competitor benchmarking, staff insights, servicing data, and social listening — consolidated into a RAG-rated recommendation tracker with short, medium, and long-term fixes spanning UX and copy, technology, communications, marketing, and staff enablement — actively driving the optimisation of the experience.
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2025 - 2026
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE - IN OPTIMISATION PHASE
SOLUTION
The EasyEquities project involved a multi-phased, multi-method CX evaluation covering the original widget integration and the newly launched Breakout experience. Work included journey walkthroughs for both new and existing EasyEquities users through the Capitec app and the native EasyEquities platform, a competitor teardown of the Discovery Bank EasyEquities partnership, branch and call centre focus groups, servicing data analysis, social media listening, and a full communications review. Findings were consolidated into a structured recommendation tracker actively used to drive fixes and optimisations across UX, technology, marketing, communications, and servicing. The project is currently in the automation and optimisation phase, with multiple recommendations implemented and others in progress.
The first phase involved a full evaluation of the existing Capitec x EasyEquities API integration. Journey walkthroughs were conducted for both new and existing EasyEquities users accessing the platform through the Capitec app.
A competitor teardown was also conducted using the Discovery Bank x EasyEquities partnership to provide a direct comparison.
PROCESS:
Original API Integration — CX & Journey Review
Breakout Experience — CX & UX Design Review
When the Breakout experience was introduced to alleviate technical strain and unlock the full EasyEquities product suite for clients, a full CX and UX design review of the newly designed experience was conducted. This covered the end-to-end journey for both new and existing EasyEquities clients accessing the Breakout experience from within the Capitec app.
Journey maps were produced for the new user registration flow (Capitec to EasyEquities Breakout) and the existing user flow, capturing all stages from app entry through to account activation and transacting. Friction points were identified and documented with screen captures, recommendations, and RAG ratings across the all areas
EasyEquities email communications were evaluated across new and existing client journeys. Each was assessed against client expectations, pain points, and CX pillars, and assigned a RAG status.
Communications Review
Servicing Data Analysis
A servicing data analysis was conducted covering client care calls. Query themes were identified across general information, access issues, technical problems, payments and withdrawals.
Branch & call centre focus groups were conducted to gather frontline employee feedback on the EasyEquities partnership
Branch & Call Centre Focus Groups
Social Media Listening
Social media was monitored for client sentiment around the Capitec x EasyEquities partnership.
All findings across both the original integration review and the Breakout CX review were consolidated into a structured recommendation tracker, organised by business area — UX/CX, App, Marketing and Conversational, Servicing, and Product — with each item assigned a RAG status, planning horizon (short, medium, or long term). The tracker was actively used to drive fixes and optimisations, with several items already resolved — including co-branded communications, Capitec Pay as a primary payment method, and staff training materials. Others remain in progress as part of the ongoing optimisation of the experience,
Optimisation