Building HCD Capability through applied project experience

ANZ – 2018

Paper Giant ran two projects concurrently with ANZ, focusing on understanding small businesses, in order to design innovative products and train new design teams.


  • Identified opportunities across digital channels to better engage small businesses
  • Built capability with two teams concurrently, whilst showcasing methods and outcomes to executive leaders

The challenge

The small business team at ANZ were unsure how their existing suite of digital tools were being used by small businesses, and whether there were opportunities to improve small business engagement with these products.

They also several new design teams that weren't confident in how to approach the challenge – so ANZ asked Paper Giant to help them find innovative solutions whilst coaching its staff.

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Identifying opportunities with small businesses

Alongside ANZ teams, we facilitated research with small businesses (in two streams) in order to understand how and when they managed their finances, and how ANZ’s existing product suite supported those behaviours (or didn’t).

We uncovered a number of opportunities to better engage with small business owners, and helped ANZ ideate and design features and functionality to roll out across their digital channels.

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Building Capability

Paper Giant delivered introductory and intermediate design, research and synthesis training throughout our engagement.

We used these coaching sessions to engage executive leadership around the findings and implications of the project, and worked closely with the new design teams to ensure they had the tools, templates and confidence to follow through on the outcomes.

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Working with Paper Giant has been fantastic. Research can sometimes be daunting and confusing but they made the methods engaging and understandable to the team – uncovering a wealth of insights about small business owners that are used across ANZ in the process.

Alex Turner, Experience Designer


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