Lowell have a noble ambition; to help people become free from problem debt. But with a disconnect between each of their customer experiences, Lowell were struggling to build the kind of trust they deserved.
In world where brands are only as good as their weakest touchpoints, we needed to create a solution that went beyond advertising to connect each part of the Lowell brand.
Lowell had to shift their focus from the negative to the positive. Rather than always concentrating on debt management, Lowell needed to spend more time promoting financial freedom. Building belief that Lowell is a brand who genuinely wants their customers to overcome debt.
We designed and built a total brand experience for Lowell. We started by defining an identity with financial freedom and progress at its very core. Next we designed a range of dynamic services to incentivise positive financial behaviours. Helping customers to start and stay on the path towards becoming free from problem debt.
In just 12 weeks, we transformed Lowell’s entire customer experience. Using a digital brand system that enabled us to scale quickly and efficiently, we delivered a frictionless experience across every touchpoint, from physical to digital.
Our focus on a tangible, agile strategy has led to a series of innovations that will be progressively released over the last 12 months and on-going. At present, we have seen the following excellent results.