Santander wanted to shift to a new branch model that would maximise personal customer attention to create new business opportunities.
Santander worked with Allen International on a new branch model that provided a novel experience for both customers and employees, but that required a new style of customer interaction. Therefore, Santander asked Mormedi to identify potential pain points and create service design solutions that would ensure a successful transition.
Mormedi first used feedback from key stakeholders to identify which major pain points could be anticipated. To quickly and efficiently validate the new branch concept, Mormedi created a 3D-printed scale model of the new branch to allow customers and employees to envision the new space and give feedback on their needs and expectations.
Mormedi investigated and defined procedural, cultural, and technological solutions. We focused on solutions to improve outputs such as: increased employee and customer satisfaction; increased transition to digital/self-service banking; freeing up employee time from administrative tasks to concentrate more on revenue-generating interactions; increasing customer loyalty and LTV, and; increasing new client acquisition rates.
The Smart Red branches are more productive and generate higher customer satisfaction than previous branches
Source: Santander Annual Report 2017
What we did
- Global research
- Service design