The arrival of Open Banking meant switching home loans was about to become much easier which presented a new challenge for ANZ. They needed to shift their customers’ relationship from broker to banker, and break the traditional ‘30 year silence’ which left customers feeling unloved. We wanted new home loan customers to feel recognised by the bank and part of a community. So, we created a DM gift pack that looked like a welcome mat to your new home. Inside was a welcome letter and a set of key tags that you can never lose.
Using human-centred design principles, we held a co-design workshop to identify key interception points from approval to settlement. This informed our creative idea and helped us create a personalised ‘Welcome Home’ gift for new customers.
