17.12.2013 09:20 Uhr, Quelle: Macworld UK

Kiwibank: Taking a different approach to a business process

Anand Ranchord knew what he did not want to do when he was tasked to create a new mobile app for home loans at Kiwibank: Start the project with the question, "How do I do an online mobile application form for a home loan?"Ranchord, head of customer experience at Kiwibank, says buying a home is an "emotional experience"."We thought of stepping away from the finance question and put ourselves in the buyers' shoes," says Ranchord. "If they are dreaming of buying a house, where are the points of angst?"These include how prospective buyers get information on the properties available, what are the things they need to know and understand when they go to an open home, and getting pre-approval for the loan. How will the purchase impact their lifestyle?"We looked at the end to end customer journey and asked, 'how do we improve that?'"Kiwibank launched the resulting product -- Home Hunter app -- in late November and within days, it had del

Weiterlesen bei Macworld UK