4 New customer journeys created
7 Departments
3 Months
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Overview

It’s not often that you get the opportunity to help create a new and innovative experience in financial services – and even less often that you hear the phrase “we’ve been given licence to fail”, regardless of the industry you’re in. With this freedom in mind, we worked with Suncorp to create the Discovery Tool 2.0 and deliver new experiences and solutions for its customers who visit the concept stores in Parramatta NSW and Carindale QLD.

The Discovery Tool is an interactive, self-service application that lives within the Suncorp concept stores. It provides a personalised experience and enables customers to discover financial products, services, tips, and offers personalised to their needs.

Harnessing our content strategy and copywriting skills, we created journey-focused content across personal and business customer platforms.

Process

Working both on-site at Suncorp and with user experience (UX) consultancy Symplicit, we evaluated data from card sorting exercises to produce a better information architecture (IA). This preliminary research allowed us to craft and refine the journey-focused content. We used a suite of project management tools throughout, including Zeplin, Trello and Google Spreadsheets. This allowed us to provide rapid content updates and to communicate easily with the various teams and stakeholders involved. As a result, progress was both efficient and transparent.

Results

Creating four interactive customer journeys from scratch, and liaising with various stakeholders, in just over three months was a massive job. Launched in late May 2017, we’re proud to have been part of the team that created the Discovery Tool 2.0. We feel fortunate to be able to help redefine the store experience for Suncorp customers.

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To see the Discovery Tool in action at a concept store, read our June newsletter.

 

“It was such a pleasure to work with Rhys on this project. Rhys was managing the content for this tool and he was efficient and added a lot of value to what we were trying to achieve with this deliverable. He joined us in our workshop to understand what the team was trying to achieve and worked very quickly to produce quality content. He was professional and approachable at all times. A real gem in this project, thank you Rhys!”
June Lim – Senior Digital Planning Specialist

We helped with

Copyediting icon

Copyediting

Project Management icon

Project Management

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Copywriting

Content Strategy icon

Content Strategy

IA Development icon

IA Development

Content you can bank on

We write about financial services. A lot.

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