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AMP, one of Australia’s oldest and largest financial services companies, faced a unique challenge: reconnecting with over 2 million customers who were unaware they were AMP customers. To address this, AMP partnered with Velvet Onion & Friends to explore innovative identification and authentication methods, particularly focusing on biometric technologies. The goal was to create a seamless and secure customer experience, moving beyond traditional passwords.
To develop and test new identification and authentication methods that make customer interactions with AMP effortless and engaging. This involved co-creating and implementing solutions that could turn disengaged customers into active participants in their financial journey.
The project included extensive research into future identification trends, stakeholder interviews, and customer workshops. We guided participants through various scenarios to evaluate different biometric options and identify preferred methods of contact and authentication.
The project led to the immediate implementation of several recommended experience principles, enhancing the user experience for AMP customers. The insights gained from the workshops informed AMP’s plans to introduce advanced biometric technologies, such as voice recognition, to further improve customer engagement and security.
Let’s elevate your digital presence and lead the charge into a new era of customer experience. Contact us and let the transformation begin.
Velvet Onion & Friends is a diverse team of thinkers, makers, and problem-solvers passionate about creating digital products and services that make a real difference. With a mix of creativity, technical expertise, and strategic know-how, we’re here to help you navigate the digital landscape and bring your vision to life.
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