Listening To The Customer: Moving Away From an Interior Design Approach to a Functional Industrial Design That Addresses Complex Customer Needs
As banks seek to reduce the high costs involved with their branch network by cutting down footprint and re-strategizing their approach towards the rapidly digitizing market, a lot of effort is being made to improve the appeal and attractiveness of the layout and design in the hopes of driving customer attention and footfall.
But with these projects, utmost care must be taken for the branch design to not only be aesthetically pleasing but also listen to and serve customer needs. In this presentation from Future Branches 2017, Steven Odgers Head of Distribution Transformation at ANZ Bank addresses this
aspect and reflects upon:
- Moving away from an interior design approach to a functional industrial design
- How to involve customer needs and requirements into the service & product development process for branches
- Optimizing branch framework and operations to enable collection of high quality, actionable data
- Using insights to tailor a relevant mix of products, services & channels for customers
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