Supporting bank customers to build more comfortable and efficient homes
By: Sally Blackwell, Vicki Cowan and Wokje Abrahamse.
Beacon Pathway collaborated with ANZ Bank New Zealand Ltd and Te Herenga Waka – Victoria University of Wellington to co-create and trial an intervention that connected ANZ home loan customers with an independent new-build performance advisor.
The insights gained through the co-created trial offer value for banks, home loan customers, advice practitioners and others in the wider housing ecosystem:
- Trial participants viewed the bank as a neutral third-party well-placed to connect them to personalised new-build performance advice, and they considered doing so would lower the risk of the loan for both parties.
- A customer building-lending journey map highlighted synergies between building, lending and performance that present opportunities for banks and their customers.