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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