Colonial First State – Helping Australians build financial resilience

-
2020
-
Service
Commercial Services
Designed By:
- Future Friendly
- Marcel Jacobs, Mathieu Dauner
- and Edward Stephens
Commissioned By:
Neal Devine - Colonial First State
Todd Stevenson - Colonial First State
Nicole Gardiner - Colonial First State
Richard Carrington - Colonial First State
Designed In:
Australia
Colonial First State is a leading Superannuation fund and the second-largest payer of pensions in Australia. Customers being able to access support services and self-serve basic financial needs is key to them understanding and managing their financial situation, wellbeing and resilience – both now and for their future.

Image: New company homepage with key actions front and centre

Image: Evergreen content to help members understand what is possible with their financial products

Image: How To Guides to help members self-serve basic needs brining support and content in context of jobs to be done
Image: Presenting key findings from customer testing to team leads across member-outcomes, customer contact, legal, product, marketing and digital
Image: Co-design session to ideate solutions to How Might We statements that came out of customer research

Image: Customer testing new content pages with customer in 1:1 sessions - Week 4