A shared screen experience
By improving the digital experience for ANZ consumers, we were able to reduce the loan application time from 1hr to 10min.
How could we digitize a paper process, reduce application time and provide valued banking information?
Previously ANZ’s staff navigated over 13 complex systems to perform tasks for customers and re-entered the same information multiple times. The process was labor intensive, and outdated with the banker sitting opposite the customer. The reality is, banking is a chore – it’s not something people like to do, so we needed to make it simple and add real value to the customer in the process.
We created a shared screen experience that helped customers take charge of their financial health.
We crafted a model that represents the often fragmented and nonlinear nature of conversations between the customer and banker allowing a seamless and transparent banking experience. ANZ Banker Desktop gives customers the ability to visit multiple branches across multiple channels, whilst maintaining a consistent and speedy banking experience.