The art of banking is balance

To support a strategy position statement of HSBC, "The world's leading local bank" and a leading UK high street retailer. We were tasked with making recommendations about the customer experience in branch. During the branch audit we discovered there are many areas for the bank to address.

We considered the following within the branch: Technology inter-phase, clear wayfinding and zoning help to orientate customers within the branch, locating the Customer Service desk first-in-line and the introduction a contemporary Consultation Hubs to act as ‘Brand Ambassadors’ to champion the retail focus and to drive the sales strategy.