12 JULY, 2021



ANZ Responsible lending has seldom been under a brighter spotlight. To ensure compliance (and more) one big-four bank summoned a suitably high-calibre gun.

On the market

ANZ sought a compliance training program that targeted its cadre of finance brokers who worked independently of the bank. During the tender process, DeakinPrime flagged a fresh approach to this relatively common quest. In recommending a focus on performance outcomes, we suggested fewer eLearning modules and a shift to on-the-job tools.

We also recommended a design thinking process to explore what this might look like.

Brokered solution

We won the tender and enthusiastically launched a discovery process – starting from a place of empathy with the brokers involved. We studied work segments and created three -learner personas representing different roles and needs.

The ideation phase led to us develop the concept of a ‘broker portal’. Rather than train compliance, this solution focused on sales performance and, by dint of using it, inherently made brokers compliant. We named this project Broker Hub.

An interview guide formed the solution’s backbone. It met broker needs by pulling in calculators and tools in a just-in-time manner to support efficient and professional customer interactions.

At the same time, this guide’s process automatically ensured full disclosure and compliance.

Beyond the process, Broker Hub’s considerable content was chunked and tagged to support intuitive searches – again offering just enough on-the-job information at just the right time. With compliance requirements featured upfront, the portal’s interface clearly displayed ‘core reading’, plus a sense of progress as brokers worked through it. Broker Hub’s back end used xAPI to track user patterns (and, for example, send prompts if learners marked core pages as read in unrealistic time frames).

Wins on the board

Broker Hub’s reception was overwhelmingly positive. Users felt supported. Compliance was ensured. And profits went up. ANZ now plans to develop and roll out the portal’s design framework to additional business streams.

Our use of design thinking delivered a sustainable compliance initiative that supported learner needs while delivering both individual and corporate results. This case study shows how we partner with clients to reframe common challenges and co-design innovative learning and performance outcomes.

Design thinking is particularly potent because it lets us:

  • uncover underlying audience needs and insights
  • identify key audience barriers, motivation and areas of delight and pain
  • examine relevant experiences, knowledge and mind-sets related to the solution
  • understand the work environment to better integrate a solution into the audience’s workflow
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