Barclays

Barclays are one of the biggest names in global financial services and have always lead the sector in product development, customer service and banking innovation (first ATM, first credit card, first drive through ATM, etc). With a new senior management team now in place they are fully committed to remaining true to their values, maintaining their leadership, and enhancing their reputation for innovation and customer care.

The Brief:

Barclays asked ‘i-am’ to thoroughly investigate their branch experience. This was to include store tours with customers, Customer Journey analysis and benchmarking against both competitors and best in class retailers..

The Solution:

The translation of weeks of research and hours of video footage in one 20-minute film that captured the existing customer experience and suggested an inspiring way forward. This film was presented to the senior management
team at Barclays and provided the direction for their new branch concept.

The Result:

Barclays are in the process of implementing a number of recommendations as proposed by the ‘i-am’ team. These include a branch merchandising strategy applied within their new branch formats that are scheduled for launched in 2008.