NBK

An Immersive Digital Branch Experience.

Expertise

Customer Journey Mapping

Brand Communication

Brand Application

Branded Experience and Interior Design

+95%

Youth Category Satisfaction

FIRST

Largest Domestic Bank in Kuwait

280 M2

State of the Art Technology

The challenge

Create a future-inspired, digital-focused branch to connect with a new generation.

NBK wanted to create a future-inspired vision to appeal to a wide range of customer profiles, whilst also meeting the expectations of the tech-savy youth of Kuwait.

The big idea

An innovative and tech-infused bank branch with customer experience at its heart.

A Tech-infused Experience

We created a unique and engaging customer experience where interactions, particularly with young target consumers, could be completed via self-service if preferred. We also included simple and creative banking apps, where we combined culture and tradition with technology.

A Personal Welcome

Each customer is greeted in the welcoming zone, where their needs are identified and described using either the q-matic or the tablet application. We displayed the bank's unique technological applications on impressive displays. These panels are used not just as informational screens, but also as a 'daily requirements' screen including details linked to activities taking place inside.

The concept that I-AM created is the first of its kind in Kuwait, a milestone in our continuous technological advancement.

Mohammed Al-Othman, GM of Consumer Banking at NBK

Omni Channel

Alongside the physical space design projects, we have also worked on the mobile app facelift project. The objective was to gain quick wins with minimal design intervention. The design iteration focused on increasing the visibility of key information, easy access to the frequent actions and a menu hierarchy where users can reach to each item with a few taps. Several routes for the look and feel of the app was proposed , as well as different concepts for different customer segments , all of which was in line with renewed brand identity.

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