Capita Shareportal is a product that allows shareholders to manage all aspects of their shares online. It is made available to shareholders who hold shares in companies that use Capita Registrars as their share registrar.
Challenges with the product were; there was no coherent vision for the product, it was falling behind competitors, there was low usage amongst shareholders and poor uptake of Capita services amongst registered users.
Product road map
Actions I took
Interviewed range of staff from board members to front line call centre staff.
Led staff focus groups.
Set up ‘exit questionnaire’ on share portal to get feedback from users.
Commissioned usability agency to conduct usability testing.
A product strategy and roadmap were put in place to guide enhancements of Capita Shareportal development work for next 18 months