Yeah, it was about helping a friend to get on the property ladder. She's done very well in her career now, but at that point, she needed some help. And she was like, I really want to stay in my local community, and I really want to buy with my husband here. And she just asked us on WhatsApp if we'd lend, but it was just a lot of money to a group of people at that time. And it was like, how are we going to get paid back because we were all recently graduated. So although that loan didn't happen, that's kind of what inspired the idea for JustLend. I wanted to provide opportunities to people could do what they wish to do.

…there had to be controls that were appropriate, but manageable in an environment where you've now got people working from home, and speaking to customers on a daily basis. The peripheral technology around the collection systems needed to be able to distribute into those people's homes... What I found really fascinating is, there had already been a shift to digital, and to using digital interaction points – we’ve seen it a lot in the acquisition space, we've seen a lot in the management space, but, historically, the collection space have been very slow to follow up. But what we're really seeing now is a more significant shift to allowing customers to interact through digital portals, and to set up payment plans, and to be able to access information about their accounts so that they can make an informed decision...

we have spent a lot of time recently looking at the infrastructure between data, applying analytics, and we're applying machine learning through our data-driven decision engine, to then differentiate how treatments are applied in the operational systems. And the real key for me is that ecosystem should be fully integrated. And it should be a continuous loop so that you continually are learning from the outcomes that you get from the actions that you apply to those customers, whichever segment they fall into whatever treatment you apply, understanding what's been successful, what hasn't been successful, introducing champion-challengers wherever you can, to test new options, but also to ensure that the quality of the data that you're pulling in to help with those decisions is at the highest standard…