Humana Design worked with Zip Money, Zip Pay and Pocketbooks from July to December 2017 to embed design into the organisation and create a more unified experience across the business as the billion-dollar startup scaled.
The context In 2017, Zip was one of Australia's fastest growing fintechs. With Zip Money, Zip Pay and the recently acquired Pocketbooks, the business was scaling rapidly towards a billion dollar valuation. The product and service experience had grown in pieces — different brands, different teams, different customer touchpoints — and the organisation was feeling the strain of success. From July to December 2017, Humana Design worked directly with Zip's C level executives, product teams, customer service and operations to help embed design as a discipline and create a more unified experience across the business. What we did The engagement was deliberately vertical, spanning the whole organisation from the CEO to the customer service floor. The goal was not to produce a single deliverable, but to help design become a way of operating as Zip scaled. Engaged the full leadership team. We worked directly with the CEO and C level executives to understand the strategic priorities, growth pressures and cultural context shaping the business. Mapped the end to end customer experience. We traced how customers moved across Zip Money, Zip Pay and Pocketbooks, identifying where the experience felt
Humana Design — service design and design research consultancy, Dublin, Ireland.