In 2012, our clients asked if we could reimagine the financial centers, what we would create. Based on customer behavior we knew that there were two types of missions that drive people into the centers: transactional and resolutional. With that in mind, we created two store formats: express and enhanced.
The enhanced center enabled customers to have a more meaningful experience with more engagement in stores within stores: home loans, business center and investments.
The express center allowed customers to get quick help with their most common banking tasks in a cool efficient way.