Overview
When a vulnerable customer contacts ANZ, the support they receive needs to be adapted in response to their needs. This requires ANZ staff to be capable of identifying triggers and risk factors that a vulnerable customer may display, and tailor their communication and support accordingly.
Challenge
The brief was to create a solution that helps empower ANZ staff with the mindset, empathy, knowledge and skills required to identify when a customer is vulnerable, listen and communicate effectively, and choose the most appropriate support option.
Solution
I created a design solution that was visually engaging as well as sensitive to the subject matter. I used the brands internal style guide, whos lo-fidelity illustrations create a very human, fun and engaging way to connect with staff.
