Summary
Context
Listening to member feedback, the business saw a need to re-design the experience of people moving from superannuation to retirement.
This case study covers the period between the current state journey map having been created and concepts for potential solutions having being iterated on and being ready to go into the next stage of testing.
Leading the design project through each phase I had sole responsibility across the board. In Aug ’21 an external contracted Senior Service Designer was engaged to help support the project.
Output and outcomes
- Business was able to see a full overview of members’ experience moving into retirement as well as a clear understanding of what actually happens on the business side
- Concepts for new ways to ease customer pain points and uplift the experience developed
- Showcasing new ways of working: Co-design with members / potential members, concept sketching and iteration, cross functional workshops
I acknowledge the traditional custodians of the lands and waterways in which I work.
I pay my respects to elders past, present and emerging.