The presenters share their perspectives on delivering the desired change and how good customer research can substantially benefit the entire delivery and launch process
10. THE PROBLEMS WITH
GETTING A HOME LOAN
:( understanding the mortgage process
>_< frequently asking customers for more information
=_= updates on my application
22. Customer Sessions
Broker Sessions
Listen in to Call Centre20
12
4
Back office Staff Sessions
Playback Sessions
Home Loan Advisors Sessions2
3
3
System transactions
(deals)
Analyse customer
feedback (1 year)
9000
Competitors Analysed9
4126
WHAT WE DID
DATA & REPORTSCOLLEAGUESCUSTOMER
33. Space. Do everything in one room
Don’t create slide decks or reports as you go leave the data raw
Build the story as you go - let it evolve
Keep direct quotes visible to build empathy
Show prioritised lists
Walk the wall
HAVE A
SHARED SPACE
DISTILLING & SHARING
SPEED TIP
43. “I love this idea. Being able to track how
our application is going without having to
feel like we are annoying anyone by
asking all the time is fantastic”
home loan customer Nov 2016
44. Open Rate on notification emails
Click Through to logon
Return customers
Would recommend to a friend
Increase in home loans
1
Mailchimp Industry Survey Feb, 2017 2
Localitics Mar, 2017
ACQUISITION
ACTIVATION
RETENTION
REFERRAL
REVENUE
Keeping customers informed
93%21%1
58%3%1
68%34%2
65%
2%
Top 3 bank
Industry Tracker
OUR RESULTS
48. “I will use you a lot more. This is REALLY
good I can now review my clients’
accounts armed full of knowledge and
not look like a dickhead”
Broker, 2017
49. IT’S NEVER TOO LATE DON’T GIVE UP
START WITH EXISTING
CUSTOMERS