Abbey

Our re-design of Abbey’s branches became a talking point of the banking industry worldwide. The incorporation of Costa Coffee shops within the bank caught the imagination of all sectors of the retail industry as well as the banking world, but that was only part of the story.

The Brief:

‘i-am’ were challenged to create a completely new customer experience that would both strengthen the customer view of the Abbey National brand and at the same time build more cross sales opportunities.

The Solution:

A step-by-step complete re-evaluation and strategic re-invention of every element of the banking process which included a new brand identity and visual expression, the physical environment including innovative new format in unusual locations, the advice process and a re-think of the role literature has to play in selling banking products.

The Result:

National roll out of the new customer experience resulting in significant uplift in branch performance and vastly improved perceptions of the Abbey National brand. Winner of Retail Interiors Magazine’s prestigious ‘Retail Innovation’ Award.