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The Future of Identification and Authentication

Client: AMP

Project: Member Rewards

Overview

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.

Vision

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.

Process

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.

Results

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.