Customer: Cooperative Bank
Project Reference: Prototype Design - Branch of the Future
Challenges
- Bank identified changing customer requirements for branches More modern, future-proof branch design should reflect progress in digitalization, among other aspects
- The bank's own brand and corporate culture were to remain tangible and perceptible
- Full-service offering on site was to be ensured (branch consolidation or mergers with other banks were ruled out)
- Project assignment included the development of a virtual/digital prototype of the next branch generation
Approach
In the first phase of the project, structured interviews were used to generate in-depth customer insights. Based on this, a comprehensive, shared vision of the future branch was developed within a dedicated series of workshops and visualized with initial prototypes. In the second project phase, these were tested, optimized and finalized in an iterative process with 50 potential customers and employees.
- Generating qualitative customer insights through structured customer interviews
- Series of workshops to develop shared vision of the store & initial prototypes.
- Iterative testing & adaptation of prototypes with 50 employees & customers
- Finalization of the prototypes and transfer to an existing pilot store
Results
Precise modular design set-up of the customer-centric "branch of the future" based on validated requirements coming from customers and employees alike
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