the challenge: “Help us be sure we’re delivering what our members want.”
Over the course of two weeks in August 2017 Mel worked with a team of three People’s Choice Credit Union staff in Adelaide to gather actionable insights about their members and what they valued from banking with People’s Choice. What do members value about their connection with People’s Choice? What relationship and role are members wanting People’s Choice to play in their financial decision-making and day to day financial management?
We spoke to a representative cross-section of members over the course of one week in one-to-one in-depth interviews. The second week was spent synthesising what we heard into actionable insights and sharing the learnings back to the business.
People’s Choice will use this new knowledge to guide a range of change initiatives inside the business, to ensure staff, products and services are aligned with actual member needs and values rather than internal assumptions.