Unifying banking and insurance accounts into one financial platform.
Suncorp
Introduction
Suncorp is an umbrella company for a number of financial brands, including Suncorp Insurance, Suncorp Banking, AAMI, GIO, Shannons and APIA - just to name a few. One of Suncorp's new customer-focused initiatives sought to unify all of these brands into one platform where customers would be able to access all their financial products in one place.
Pairing with another designer, my role consisted in designing the solution in such a way that it would be a seamless experience for the vastly different customers in each Suncorp brand, allowing them to add their accounts, manage their banking and make insurance claims in one centralised platform.
My role
User flows
Wireframing
Prototyping
Visual design
User testing
Business analysis
Validating the concept
Previous to us starting the project, Suncorp had engaged an external agency to conduct research and validate the product idea. The results from that research activity identified three key customer goals that the new platform would have to address.
Key customer goals in the new platform
1. Access and manage all financial products in one place.
2. Easily start insurance claims across multiple brands.
3. Access to exclusive offers on new policies across affiliated brands.
Mapping the experience
Together with the other designer, I worked on mapping the information architecture and wireframing a variety of early-stage concepts. I then led some internal user testing to get some early feedback and help us iterate on our ideas.
Designing and testing the solution
Based on the feedback from the internal testing sessions, we took the most successful concepts to the visual design stage (below are some of the screens I worked on myself). At this point we also organised another round of user testing with existing customers from the different Suncorp sub-brands, which helped us iterate and improve on our designs.
The final result
This platform was the central initative of a corporation-wide strategy to become more customer-centric and offer customers access and convenience to the whole ecosystem of products available through the different Suncorp brands. Rolled out in 2017, it remains to this day a key asset and differentiator for Suncorp, allowing customers to manage their finances in one centralised place.
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Interested in working together?
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© Florencia Mostaccio 2022 - ABN 82 342 102 322
Based in Melbourne, Australia.