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Understanding superannuation can be a minefield for the typical Australian, but paying for expert financial advice is not the answer for everyone. Aware Super wanted to design more ways for their members to access help, while keeping account fees low.
Sandbox partnered with Aware Super to design and test new services aimed at supporting members more fully across their channels of choice.
Working with a range of new digital advice tools being developed by Aware Super, Sandbox designed and simulated the “before, during and after” of different kinds of expert-led conversations.
Observing these customer interactions enabled us to explore the ways in which the combination of digital and human help could open new pathways for members to build confidence while at the same time empowering staff to have more impactful conversations.
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Sandbox used prototyping techniques to make the proposed omnichannel service tangible, allowing it to be experienced by members and frontline staff.
Aware Super gained a target state design and valuable early user feedback to accelerate their development processes.
