Brief

Design the future branch network and roadmap, including future banker roles.

Problem

NAB’s network was not meeting current business or customer needs, nor taking advantage of digital technologies to deliver a truely omni-channel experience.

I led a team of 10 designers on this 6 month, agile project to redesign the branch experience for NAB. Business objectives included the migration of over-the-counter transactions to digital, reducing the size and cost of the network, and the creation of frictionless, omni-channel experiences for both customers and bankers.  

Methodology

01 research
Baselining of current state experience, customer and banker needs and painpoints and banker tasks. Research into emerging trends in retail, technology, and customer experience. 

02 concept ideation
Concepts to deliver these services were created and tested with regional and metro business and retail customers and bankers.

03 creation of ecosystem and archetypes
A commercially viable ecosystem was created to deliver different spaces to service the particular needs of a geographic area. The design of archetypes included omni-channel experiences. 

04 service design
Services were designed to meet customer and banker needs through one or more archetypes. Designs included common tasks and cross-channel interactions. 

05 module and feature design
Modules such as digital concierge and conversation spaces were designed through which to deliver services. Features of these modules were also articulated, tested and iterated upon. 

06 roadmap
Finally, a delivery roadmap was created to strategically deliver the new network. This included quick wins and a prioritised list of initiatives based on a DVF framework.