In reimagining its flagship at Argyle Street in Glasgow, Bank of Scotland redefined the relevancy of physical branches within the local community, by demonstrating a stronger social purpose beyond transactional banking.
To deliver tangible value to customers and connect to local needs, Lloyds Banking Group collaborated with M Worldwide to create a new financial services experience at the Bank of Scotland flagship.
Deep dive conversations with customers and colleagues determined the design strategy to root the concept in what it means to be Scottish. Through service, proposition and environment design, an inclusive space for the whole community was created, incorporating four bespoke service zones each designed to help customers in specific ways. A new event space and café have changed the ambience of the branch, encouraging increased and longer visits, while the design footprint enhances colleagues’ ability to quickly respond to enquiries.
Delivering time efficiencies and enabling customers to do their banking when and how they want, the intuitive design is considered better than other high street retailers by 87% of customers and resoundingly, 100% describe the improved experience positively.
Bank of Scotland’s profile in the local business community has been raised, and all newly refurbished Bank of Scotland branches will be modelled on the scalable design.