Designing a customer-led strategy to meet the needs of first-home buyersANZ

Industries

Financial Services

Solutions

Design & Innovation - Design & Delivery

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Expertise
Customer Empathy
Customer Segmentation Strategy
Customer Experience Strategy
Value Proposition Development
Product Strategy
Rapid Prototyping
User Story Mapping
Facilitation
Human-centered Design
Capability Uplift

Buying a first home is a daunting, overwhelming experience with
customers stepping into the unknown. ANZ Bank engaged Assurity Consulting to understand the journey to home ownership for first home buyers and harness these insights to design a customer-led strategy to simplify complexity and guide customers through the process.

“This is a great framework for understanding customers and developing solutions in real-time that we can iterate, take forward and deliver. We’re taking the approach into the organisation and will now ourselves teach more people how to apply it.”

Glenn Stevenson

Head of Mortgages

ANZ

Solution

Tasked with the objective of helping first-time buyers own their own home. Working with a dedicated team from ANZ, Assurity led a series of design cycles to identify customer pain-points and develop solutions at key touchpoints from enquiry through to settlement

Outcomes delivered

Provided a framework that allows ANZ to understand their customers and develop solutions in real time that can be iterated to take forward to delivery
Outputs informed the redesign of frontline lender training material specifically for the first home buyer market
Won several external awards in recognition of ANZ supporting first home buyers