Image Credit : Kate Gordes-Watson
Project Overview
The Australian and New Zealand Institute of Insurance and Finance (ANZIIF) is the peak professional association and education provider for the insurance and financial services industry in the Asia-Pacific region. ANZIIF partners with a broad range of organisations and government to provide services and training that support professional excellence, enhance standards and improve community understanding of insurance and finance.
As a member-driven organisation, ANZIIF wanted to work out how to maximise the value it provides to members. ANZIIF initially engaged Luminary to undertake a deep discovery project to uncover insights into how it could better serve the needs of its members.
Due to Covid related lockdowns, this project was run entirely remotely – right through from pitch to launch. However, despite this, the site was delivered and launched with an extremely high level of quality and client satisfaction.
Project Commissioner
Project Creator
Team
Account Director: Adam Griffith
Producer: Renae Englert
Design: Kate Gordes-Watson
Front End: Sarah Dam, Catherine Cattach
Back End: Rizki Satria, Yoki Satria
Project Brief
As the leading professional development organisation for the insurance and finance industry in the APAC region, ANZIIF wanted to provide a member experience platform that would reflect the quality of its services.
Project Need
The Institute had a site that had become unstable to the point where it was crashing multiple times a week. The site was also in need of an overhaul from a design and UX perspective.
User Experience
During the discovery phase of the project, Luminary worked with ANZIIF to build a comprehensive picture of the organisation itself, as well as its competitors and comparators. Luminary approached the discovery phase from both a brand, consumer and marketing perspective, as well as a technology perspective.
Luminary worked with members and internal stakeholders to determine macro and micro challenges, as well as business goals and trends in the sector. The agency conducted immersion, persona and customer journey mapping workshops to glean insights into how the Institute’s website could better serve its target audiences.
User testing was conducted with a cross-section of members who represented key personas, to make sure the solution designed would meet their needs. Luminary continued to iterate on prototypes throughout the process, which resulted in an extensive simplification of the site’s information architecture and menu structure.
The process also resulted in a significant shift in approach to member-only information. Where information had previously been ‘hidden’ behind the Member Centre, the new approach meant that more information was made public to give potential members more of a taste of what they could have access to by joining ANZIIF.
Project Marketing
ANZIIF’s new site has been promoted through insurance and broking events, The Journal (ANZIIF’s official publication), and directly through major universities.
Project Privacy
ANZIIF is committed to protecting customer privacy and the confidentiality of personal information, ensuring that personal data is handled sensitively and securely. More on what information is collected about customers, how this information is used and if it is disclosed can be found in ANZIIF’s Privacy Statement on the website: https://anziif.com/en/about/privacy-statement
Digital - Finance
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