Big banking decisions require careful thought. ASB were keen to ensure their customer experience was as clear and helpful as possible. In a partnership with Deloitte Digital, ASB walked in their customers' shoes and methodically examined the current user experience for personal lending and KiwiSaver. The team analysed the experience of both customers and ASB employees, uncovering their fundamental motivations, needs, likes and dislikes.
By analysing user profiles, specific channels and user expectations, Deloitte Digital New Zealand and ASB refined the research into personas, insight themes, moments that matter and design principles. The final product was a quality, future-state blueprint, to lead the experience for each unique persona across the customer lifecycle.
“We had a great collaborative engagement with Deloitte that resulted in a number of opportunities to transform and improve the customer experience. We really valued Leissa’s expertise and coaching that she provided to the team throughout all of the engagements. ”
Kylie Bryant | General Manager Customer Experience | ASB
ASB is working on rejuvenating the customer experience in both their personal lending and KiwiSaver services. Their new process is completely custom-made to suit both the demands of the business and their customer needs.