Home Hunter by Paul Littlefair, GM IT, Kiwibank at the Australian CIO Summit 2014

1. Home Hunter
Paul Littlefair, GM IT, Kiwibank

2. Online Strategy
GOALS:
• Transforming online from
transactional to a full sales & service
channel
• Rich, immersive digitised
experiences for joining and adding
products
• Better servicing delegators through
ORM
Transactional –
Sales & Service
GOALS:
• Migrate customers to self-service
channels
•Automate high cost/high volume
processes e.g. Credit risk assessment
• Migrate postal communications to
digital
Process
Simplification
STRATEGIC MEASURES
• 10% join interactions Retail to Online
• 90% acquire interactions Retail to
Online
• 90% use interactions from CC to Online
• 90% inform interactions CC to Online
• 90% postal comms to digital
GOALS:
• Be digitally relevant and where our
customers are – e.g. device agnostic;
personalisation; data sharing; data
integration
• Reduce cost to service customers
• Deliver digital as part of omni-
channel experience
• Regain innovation leadership
Be where our
customers are
STRATEGIC MEASURES
• Digital first design
• Integration with third party data (APIs)
• Supports relationship depth
• Online channels of choice for
customers
STRATEGIC MEASURES
• 1% annual increase of customers
that are main bank
•Relationship depth (products held)
improved from
• Grow market share by 1% p.a.
• Online sales conversions

4. Reinventing banking through digital
1 - ORM

5. Reinventing home-buying - vision
2011

6. Scenario 4: Dan & Emma find a
house
Sketch 1
- A couple are looking at a house, and are holding an iPad up to it and take a photo of the house. When they're
holding the iPad over the house it says 'Current GV $380,000' on the screen also.
Sketch 2
- A close up of the iPad, and you can see the photo they took of the house. You can also see: Current GV is
$380,000, View house plans, Info: Council approval for 3rd bedroom extension, A graph showing their joint
financial position and a big Kiwibank looking button saying: ‘Dan and Emma, well done on achieving your $15K
saving target. Do you want to use your pre-approved Kiwibank homeloan? Contact Brendan now. ’
Sketch 3.
- ... Meanwhile at the Kiwibank ORM centre ...
Sketch 4.
- It looks like 'the war room'. Home loan specialists are sitting around desks. You can see screens in front of
them, and you can see one screen in particular – that of Brendan, the couple’s ORM, with a picture of
the couple on it. An alarm, and flashing light, is going next to Brendan, and he is on the phone looking excited.
Sketch 5.
- Close up of the iPad, and over the top of the last screen they were looking at is a video call with the home
loan specialist... There are some speech bubbles coming out of the video: 'Hi there, that's a great looking
house...it’s just outside the pre-approved limit but Dan that raise you got last month means we can loan you
the full amount. Make the offer!”
Sketch 6: Dan and Emma lovingly gaze at their soon-to-be new home....

7. Scenario 4: Dan & Emma find a
house
Sketch 1
- A couple are looking at a house, and are holding an iPad up to it and take a photo of the house. When they're
holding the iPad over the house it says 'Current GV $380,000' on the screen also.
Sketch 2
- A close up of the iPad, and you can see the photo they took of the house. You can also see: Current GV is
$380,000, View house plans, Info: Council approval for 3rd bedroom extension, A graph showing their joint
financial position and a big Kiwibank looking button saying: ‘Dan and Emma, well done on achieving your $15K
saving target. Do you want to use your pre-approved Kiwibank homeloan? Contact Brendan now. ’
Sketch 3.
- ... Meanwhile at the Kiwibank ORM centre ...
Sketch 4.
- It looks like 'the war room'. Home loan specialists are sitting around desks. You can see screens in front of
them, and you can see one screen in particular – that of Brendan, the couple’s ORM, with a picture of
the couple on it. An alarm, and flashing light, is going next to Brendan, and he is on the phone looking excited.
Sketch 5.
- Close up of the iPad, and over the top of the last screen they were looking at is a video call with the home
loan specialist... There are some speech bubbles coming out of the video: 'Hi there, that's a great looking
house...it’s just outside the pre-approved limit but Dan that raise you got last month means we can loan you
the full amount. Make the offer!”
Sketch 6: Dan and Emma lovingly gaze at their soon-to-be new home....

8. Scenario 4: Dan & Emma find a
house
Sketch 1
- A couple are looking at a house, and are holding an iPad up to it and take a photo of the house. When they're
holding the iPad over the house it says 'Current GV $380,000' on the screen also.
Sketch 2
- A close up of the iPad, and you can see the photo they took of the house. You can also see: Current GV is
$380,000, View house plans, Info: Council approval for 3rd bedroom extension, A graph showing their joint
financial position and a big Kiwibank looking button saying: ‘Dan and Emma, well done on achieving your $15K
saving target. Do you want to use your pre-approved Kiwibank homeloan? Contact Brendan now. ’
Sketch 3.
- ... Meanwhile at the Kiwibank ORM centre ...
Sketch 4.
- It looks like 'the war room'. Home loan specialists are sitting around desks. You can see screens in front of
them, and you can see one screen in particular – that of Brendan, the couple’s ORM, with a picture of
the couple on it. An alarm, and flashing light, is going next to Brendan, and he is on the phone looking excited.
Sketch 5.
- Close up of the iPad, and over the top of the last screen they were looking at is a video call with the home
loan specialist... There are some speech bubbles coming out of the video: 'Hi there, that's a great looking
house...it’s just outside the pre-approved limit but Dan that raise you got last month means we can loan you
the full amount. Make the offer!”
Sketch 6: Dan and Emma lovingly gaze at their soon-to-be new home....

9. Scenario 4: Dan & Emma find a
house
Sketch 1
- A couple are looking at a house, and are holding an iPad up to it and take a photo of the house. When they're
holding the iPad over the house it says 'Current GV $380,000' on the screen also.
Sketch 2
- A close up of the iPad, and you can see the photo they took of the house. You can also see: Current GV is
$380,000, View house plans, Info: Council approval for 3rd bedroom extension, A graph showing their joint
financial position and a big Kiwibank looking button saying: ‘Dan and Emma, well done on achieving your $15K
saving target. Do you want to use your pre-approved Kiwibank homeloan? Contact Brendan now. ’
Sketch 3.
- ... Meanwhile at the Kiwibank ORM centre ...
Sketch 4.
- It looks like 'the war room'. Home loan specialists are sitting around desks. You can see screens in front of
them, and you can see one screen in particular – that of Brendan, the couple’s ORM, with a picture of
the couple on it. An alarm, and flashing light, is going next to Brendan, and he is on the phone looking excited.
Sketch 5.
- Close up of the iPad, and over the top of the last screen they were looking at is a video call with the home
loan specialist... There are some speech bubbles coming out of the video: 'Hi there, that's a great looking
house...it’s just outside the pre-approved limit but Dan that raise you got last month means we can loan you
the full amount. Make the offer!”
Sketch 6: Dan and Emma lovingly gaze at their soon-to-be new home....

10. The Brief
1. Fundamentally reinvent home lending
2. Create a proposition and positioning that
allows Kiwibank to own the territory for
the ‘new way’ of obtaining home financing
3. Deliver a brand proof point that clearly
demonstrates Kiwibank’s innovation
leadership and challenger status

11. A customer’s perspective
1. Daunting

12. A customer’s perspective
1. Daunting
83% of Home Loans researched Online...yet only ~20% complete online application & ~3% get approved

13. Home buying journey
Save Deposit
Research Financing
Browse Houses
Got Deposit
Research Process
Get Pre-Approved
Go Open Home
Get Advice
Get Approved
Shortlist Houses
Research House
Make an Offer
Settle
Draw Down
Move In
Shop Rate
Select Bank

14. Where to start?

15. Storm clouds ahead…
DAUNTING WHERE TO
START?
INCOMPLETE
INFORMATION
NO TOTAL PICTURE
OF COST
WHO TO TURN TO
FOR ADVICE?
HOW MUCH TO
OFFER?
UNCOMFORTABLE
FINANCE DISCUSSION

16. Home Hunter
1. Answering the financing question
upfront by Pre-approving NZ (for ALL
New Zealanders)
2. Comprehensive property search
3. Rich property data for an informed
choice
4. See what you can really afford
5. An expert on hand to guide you at
every step
6. Empowered to make your best offer

17. Approach & Deliverables
Mon Tue Wed Thu Fri
Outputs
User Story
UI
Framework
Back-end
database
Credit
Model for
Pre-
Approval
Sign-up &
Pre-
approval
(Working)
Open Home
Planner
(Working)
Property
Search
(Working)
Talk to an
Expert -
ORM & MMM
(Working)
Home
Inspection
(Working)
Buyers
Report
(Working)
Go To
Market
Strategy
Marketing
Plan

18. Prototype

19. A Business Perspective
1. Increased Lead Generation

20. Increased Lead Generation
Save Deposit
Research Financing
Browse Houses
Got Deposit
Research Process
Get Pre-Approved
Go Open Home
Get Advice
Get Approved
Shortlist Houses
Research House
Make an Offer
Settle
Draw Down
Move In
Shop Rate
Select Bank

21. A Business Perspective
1. Increased Lead Generation
2. Pipeline Visibility

22. Pipeline Visibility
Save Deposit
Research Financing
Browse Houses
Got Deposit
Research Process
Get Pre-Approved
Go Open Home
Get Advice
Get Approved
Shortlist Houses
Research House
Make an Offer
Settle
Draw Down
Move In
Shop Rate
Select Bank

23. A Business Perspective
1. Increased Lead Generation
2. Pipeline Visibility
3. Engaged through out the customer journey

24. A Business Perspective
1. Increased Lead Generation
2. Pipeline Visibility
3. Engaged through out the customer journey
4. Deeper Relationships

25. Architecture (roughly…)
Amazon
KB Middleware
Loan applications Activate SDT Core B2K
Data Insight RealEstate.co.nz
Listings
Data used
for HH
applications
Propertyfile
Property
Enhanced property listings
KiwibankHH API
User
Councils,
LINZ etc
AVM
Enhanced
Listings

26. Home Hunter demo

27. Results

28. Home Hunter
Web:
35K
App:
15K
50,335
sessions

29. Home Hunter
Avg session
time
Web:
1:58 min
App:
6:23 min
50,335 sessions

30. Home Hunter
App type
Android:
45%
IOS: 55%
App
average
session
time 6:23
min
Web
average
session
time 1:58
min
50,335 sessions

31. Home Hunter – NZ’s top property
app

32. Home Hunter
Facebook
likes
583
Android:
45%
IOS: 55%
App
average
session
time 6:23
min
Web
average
session
time 1:58
min
50,335 sessions

33. Home Hunter
Pre-approvals
Web: 121
App: 267
388
Android:
45%
IOS: 55%
App
average
session
time 6:23
min
Web
average
session
time 1:58
min
FB likes 583
50,335 sessions

34. Home Hunter
Dollars in
pipe
Android:
45%
IOS: 55%
$156m App
average
session
time 6:23
min
Web
average
session
time 1:58
min388 pre-
approvals
FB likes
583
50,335 sessions

35. Home Hunter - pipeline
$16.5m
settled!!!

36. Home Hunter
Awards
Android:
45%
IOS: 55%
Canstar
Innovation
Winner App
average
session
time 6:23
min
Web
average
session
time 1:58
min388 pre-
approvals
FB likes
583
Wgtn Gold
Finalist
GSM Finalist
$156m in
pipeline
50,335 sessions
5 to
drawdown

37. Home Hunter
Android:
45%
IOS: 55%
App
average
session
time 6:23
min
Web
average
session
time 1:58
min388 pre-
approvals
FB likes
583
$156m in
pipeline
50,335 sessions
Canstar
Innovation
Winner
Awesome!
5 to
drawdown