I spent time visiting a whole range of advisors and brokers, at their homes or offices. They dealt with an equally large range of clients, from high net worth to everyday consumers. As a group they sold the largest chunk of Macquarie Bank products and what came back strongly was they didn't have a great deal of trust for the Bank, more important than products and rates for them was fostering relationships. It's wasn't necessarily the answer expected but the research quickly got visibility up the ladder. This piece provided insights to the data and strategy providing a better online but importantly offline experience.
Directing the planning, facilitation and findings on an 3 month ethnographic research project aimed at unearthing implicit and explicit needs of financial advisers, financial planners, financial analysts, mortgage brokers, and their support staff.
Led a significant usability-testing project for Macquarie Bank's rebuild and design of all their personal banking site pages. Tasked with mentoring up and coming designers as research assistants.
Ethnographic research and recommendations were commended by Macquarie Bank's senior stakeholders, directly influencing a better customer-centric approach towards a new web portal for financial advisers, financial planners, financial analysts, mortgage brokers, and their support staff.