The physical banking presence has come under threat from online and mobile banking. So the question posed to ABSA around their branch network was not “do you need them?”. Instead we explored what step change in customer engagement and experience could be if we freed banking halls from the mundane ‘bank visit’, using digital to free the physical, and enable it to evolve.
Furniture and fixings were all pre-wired and configured to plug in and out, move around and come together to build different experiences. Nothing was fixed to floor, allowing spaces to be moved around overnight responding to customer needs quickly.
The ambition was to create a physical environment with agile infrastructure that enables an ongoing evolution of the customer experience. The result was a retooling of the physical bank environment that focusses on customer service and increase ABSA’s return on engagement whilst fully utilising digital channels to fulfil and transact conveniently.
Where/When:
Mall of Africa, Midrand, South Africa 2017
About client:
ABSA is one of South Africa’s leading retail banks
What we did:
User Experience Strategy, Interior Design Concept, Technical Documentation, Signage and Branding Implementation, Co-ordination, Project Management, Procurement, Compliance.
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