Leveraging the different motivations of two businesses– Retail and Digital– we were able to truly collaborate to achieve their shared vision of genuinely improving their customers financial wellbeing.
Initial rapid prototyping and customer testing lay the foundation for the service. This was then tested over 40 live trials between a banking consultant and customer, to determine whether conversation improved FWB, activation and financial literacy.
We used this testing approach to design the in-service experience and digital tools as well as materials to support the hiring, onboarding and training staff to facilitate live-trials - screening banking consultants with a high EQ. We then rolled out the service to Pilot in Brisbane CBD for 18 months.