Overview

Suncorp was undertaking one of its most significant strategic shifts: converging over 13 banking and insurance brands under one physical roof. The in-store experience needed to reflect that ambition, giving customers a coherent way to navigate the product range, access information, and connect with staff.

We delivered working software in 9 weeks from inception to finished product.

The digital in-store tool I led became the mechanism for that connection: a scalable, analytics-driven framework enabling customers to quickly reference product information, access tailored apps, and book appointments, and giving staff a reason to initiate meaningful conversations.

My Role

I was the project lead. I wrote the proposals, managed project scope with key stakeholders, facilitated the kickoff and discovery workshops, and directed design and development through to delivery. I held responsibility for the outcome across the full nine weeks.

What I Did

Led a focused discovery sprint. I facilitated the kickoff and discovery workshops that set the project’s strategic direction. From there, we moved into a week-long discovery sprint to define the core experience before any design work began.

Ran in-store customer research. We conducted intensive customer inquiry interviews to validate our concepts, iterating the prototype as we went, rather than waiting for a big reveal at the end.

Designed and built for scalability. The tool was designed as a framework, not a fixed product. The modular architecture meant Suncorp could grow and modify content based on analytics and staff feedback as the stores program evolved, and it did, with a second phase building directly on this foundation.

Directed production and development. I managed the full production process from wireframes and clickable prototypes through to finished UI and interaction design, coordinating the development team to hit the nine-week deadline.

Results from first 45 days

The tool delivered measurable engagement from both customers and staff from the moment it launched, fulfilling its core purpose of creating a reason for staff to speak with customers about the ‘new’ Suncorp.

Result

Nine weeks from inception to working software, with meaningful staff and customer engagement in the first 45 days. The constraints that came with the project, locked hardware, limited research access, multiple concurrent workstreams, were real, but they didn’t change the outcome.

Good design practice under pressure is still good design practice. And the scalable framework we built gave Suncorp a platform to keep building on, exactly what an in-store experience needs as a brand continues to evolve.