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Understanding perspective for better ongoing relationships

AMP Financial Services

 

The Problem to Solve

How might we understand what is valuable to customers in ongoing service relationships?

What We Did

Our principle ethnographer led a fast-tracked mini-ethnographic research team to conduct 19 in-home interviews across different geographic locations.

We understood the underlying value drivers and how these built on each other to form trust and good relationships in financial advice and other services for customers. WAVE Design translated the emerging knowledge into actionable insight, opportunities, and future state models for designing ongoing services for financial advice.

 

Impact

Inspiration and insight for design and innovation team to generate ideas and iterate and test new service concepts.

Influencing project for new CEO to meet Royal Commission 2019 deadlines with actionable opportunities for better services.