Human-Centred Design: Studying Customer Psychology and Behaviour to Tailor Branch Fit- Outs That Work

Human-Centred Design: Studying Customer Psychology and Behaviour to Tailor Branch Fit- Outs That Work

The need to become customer-obsessed and driving a business strategy that at the core seeks to address their needs and requirements has become an industry norm in the Banking sector.

As the branch network is in a bid to re-instate its value to consumers, not only do the offerings of branches need to evolve but also the design and fit-out structure. In this presentation from Future Branches 2017, Robert Lee, Human Centred Design Lead at National Australia Bank goes beyond the basic aesthetics and designs to provide insights into:

  • Why many layout and design initiatives fail to materialize into customer appeal and satisfaction
  • Tapping into human behaviour and psychology to develop an appropriate branch layout and design that takes him through a hassle-free experience with the bank
  • Using human-centred design to develop opportunities to up-sell and cross sell relevant products and services

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