I-AM - brand identity design & branding agency india

CREATING THE BEST ONE-TO-ONE BANK BRANCH CONCEPT With the goal to become the best one-to-one bank in Serbia we designed a concept that evolved the role of staff and better integrated the technology within the branch experience. We worked with the Société Générale team to develop a modular branch design, which radically improved the ‘welcome & enquiry’ stages of the customer journey, with an enhanced self-service experience to transition clients from traditional to digital channels. We also developed a kit of parts, that formed a flexible and engaging concept toolkit applicable to existing and future sites. Société Générale’s Customer Analysis and Journey Mapping We began by analysing Société Générale’s new target audiences, existing clients and the previous operational model. To do this, we visited 3 cities, and spoke to 19 customers across 3 customer groups, as well as branch teams. This profiled the lifestyle and banking, habits and needs of Société Générale customers; nec...

CREATING A DIFFERENT BANKING EXPERIENCE FOR BAWAG P.S.K We worked with Bawag P.S.K. to transform their branch network, following the split from Austrian logistics and postal service provider Post office. Collaborating closely with the core project team, consulting Bawag P.S.K. head office, branch staff and customers along the journey, to create the ‘branch network of the future,’ addressing the everyday needs of their loyal, 2.2 million strong client-base, and also to improve the integration of their online services. A key component of the brief was to provide differentiation to local, national and international banks in highly competitive market, whilst creating a welcoming environment where customers feel at home, facilitating strong relationships with its existing clientele and attracting new customers. Based on this, we created a concept for three new branch formats – Flagship, Advice Centre and Kiosk – to address varying the customer needs across the Bawag P.S....