ANZ

Challenge

‍ANZ aimed to enhance the home loan and savings journey to improve customer engagement and simplify the transition to loan application in order to decrease customer attrition.

Approach

In partnership with ANZ, we set out to design a visionary tool that would redefine savings management for potential homebuyers. Our initial step involved comprehensive customer research, followed by collaborative workshops with ANZ stakeholders to align strategic goals with user needs.

The project focused on designing a conversational AI interface, embodied in a series of clickable UI prototypes. These prototypes depicted a personalized savings journey, complete with engaging milestones and actionable financial advice. Through iterative design and user testing, we ensured the prototype was both intuitive and strategically sound.

Solution

‍We delivered a clickable prototype and a robust business case outlining a three-year development vision for integrating this conversational AI app. This app was conceptualised to seamlessly integrate with ANZ’s existing services, guiding users through their savings goals with personalized interactions and financial insights.

Outcome

‍The prototype and business case set the stage for ANZ’s future development, providing a clear, innovative path forward for enhancing customer interaction and retention. This strategic initiative was praised for its foresight and potential to significantly boost customer satisfaction by offering a proactive, engaging savings experience.

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