We worked on a 2 phased financial wellbeing project, starting by learning at the human, small-scale — to then scale up those learnings via the banks core app.

We started with prototyping, testing and creating a pilot for a new financial wellbeing 1:1 conversation service. It involved a private financial review alongside a human conversation about the values and goals of a customer. It looked like 2 screens and a booklet (A shared-screen driver, an iPad with a quiz / graphed stats, and a booklet to write down key info).

This was designed to help a customer self-identify the disconnection between their current actions and their goals, and identifying clear opportunities. This rounded out with creating an action plan and literally helping the customer take the first step and generating momentum, ticking off the first box.

I'm really proud of this service we designed. In our concept testing, 4 out of 5 customers said the next day they felt less anxious about money and felt more in control, and 5 of 5 took additional action at home, independent of 1:1 guidance.

We eventually realised this as a core service offering called the Financial Wellbeing Review, which prioritised the most important aspects of the 1:1 conversation and combined it with an interactive shared screen to bring it's time significantly down. It's since launched to all ASB branches in Aotearoa New Zealand and sees it as a core part of 75,000 conversations each year.