Customer Journey Mapping
Experience Module Creation
Branded Environment and Interior Design
More account openings
Higher sales than the next best branch
Audit & Interviews
Covering an area of 2.5 thousand miles with 26 branches in 11 cities, we gained an in depth understanding of the real-life issues facing customers and employees. This unveiled a great potential to define a completely new purpose for the bank based on a service offering built around lifestyle. We held 65 hours of one-on-one interviews in key locations, and we spent 68 hrs observing the actions of customers.
The our workshops were a wonderful opportunity to bring 3 banks together for the first time, to create a clear vision for the future under the Virgin Money brand. The insight gained from the audit and interviews, provided the workshop stimulus to define what customers need from their financial provider; branch locations, how they will use them throughout the day and social activities. We defined 3 formats, all aiming to break down traditional banking barriers and build new communities.