Kiwibank - The Big Picture case study

How do you create a valuable connection with customers and drive sales effectiveness in a typically functional relationship?

As part of the Retail Transformation Project to re-invent the Kiwibank customer in-branch experience the team identified a requirement to re-design the customer consultation and sales process via an iPad app. An app that would create a more engaging and collaborative interaction with staff members and improve their sales effectiveness.

 

Our Process

Research confirmed that customers are motivated by tools that assist them in understanding the complexities of their financial world in a simple, easy to manage, and informative way. Giving customers the opportunity to learn and 'play' with a variety of scenarios also appealed.

Customer and staff interviews, mock consultations with paper prototyping, UX research and finally rapid prototyping ensured we were customer testing the app at each step in our process.

The Solution

And so, The Big Picture was born. The idea behind 'The Big Picture' was simply to gamify the consultation process, putting the customer at the centre of the solution not the banks internal processes. Easier said than done. By giving customers the control to map out their current and future financial needs and goals empowered them with a fun, scenario planning approach to financial planning with staff there to discuss the most suitable products and services.

And when all was said and done customers could email themselves their a summary of their experience, relevant website links and an infographic of their 'Big Picture' ready to review at home.

Solution summary;

  • Engaging customers in a collaborative and fun way to improve sales effectiveness. 

  • Mapping customers' current financial needs with future goals and suitable product mixes. 

  • A two way exchange of value giving staff product prompts and access to the latest solutions. 

  • Shareability via financial modeling summary email and related digital links. 

The development cycle from initial research, idea and concept to fully working app took 12 weeks and The Big Picture app was trialled in store at Paraparaumu, Coastlands.

Agency credit - Designworks

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