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.

New company homepage with key actions front and centre

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

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

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