With 375,000 members across six states and territories, People’s Choice faced a challenge in providing an easy and ready medium to ensure member feedback and opinions were heard and could shape decision making.
Potentiate worked with People’s Choice to create the “Green Room”, an online community which allows People’s Choice members to provide feedback to the business throughout the decision-making process. This feedback has become an essential part of the consideration in designing products and services, often providing People’s Choice with a broader spectrum of responses than would be gathered through direct contact.
Identified a more effective language to communicate with members
Identified educational opportunities in the member group to reduce risk
"Being able to gather insights from our members and involve them in the design of our products and services is an important part of what we do. With members spread across the country we needed a way to interact with them in an online environment. Our partnership with Platform One provides this for us. Our partnership is more than the platform, it also gives the team an opportunity to tap into expert knowledge, to find out what’s happening globally, and to network with other research practitioners."
CX/UX Team Lead
People's Choice is one of Australia's largest member-owned credit unions, offering loans, credit cards, transaction and savings accounts, financial advice and insurance.