Suncorp Stores Digital Experience

Overview

Suncorp was planning to converge their banking and insurance products under one roof, that includes over 13 different brands being brought together.

The digital in-store tool is a product that enables meaningful interactions between Suncorp and their customers. Acting as a framework where customers can quickly reference product information and partnerships, access tailored apps and book appointments. The scalable build would allow Suncorp the flexibility to grow or modify the content based on analytics and staff feedback.

Responsibilities

As the project lead, I wrote the proposals and managed the scope of the project together with key stakeholders. Facilitated kickoff and discovery workshops that rolled into a one week discovery sprint.

We ran intensive customer inquiry interviews to validate our concepts, iterating the prototype as we went.

Wire framing clickable prototypes and taking them through to finished UI / interaction design. Project management and directing production and development.

Constraints

Before we began the project, the business had signed a contract with a hardware provider. Limiting us to the use of fixed screen, kiosk style equipment. Thus making it hard to include anything that requires a level of privacy.

At a strategic level, there are multiple concurrent projects, apps and training going on in the stores space that we have a limited view of. Making it hard to map entry and exit points. The internal design approach, meant we had to rely on very surface level research. (eg, only 10 minute store intercepts with 5 participants) Conducted by 3rd party contractors.

Successes

We delivered working software in 9 weeks from inception to finished product.

We’ve seen promising engagement from staff and customers and it is fulfilling its purpose of providing a reason for staff to speak with customers about the 'new’ Suncorp.

We exposed the wider group to lean HCD/UX methods even with the short deadline. Initiating the 2nd phase stores project with intensive workshops to align the business with feedback from the phase 1 project.

As more and more apps and information are emerging, the digital tool is evolving into more of a scalable framework or dashboard that staff and customers can use.

Results from first 45 days