RaiffeisenBank Bulgaria wanted to offer a highly personalized, VIP-like experience in order to strengthen its clients’ loyalty.
Design the corporate branch and end-to-end experience for the bank’s most special corporate clients - high net individuals and corporations.
We included in-depth interviews with the bank’s clients, inspiration walks and journey mapping. We created a one of a kind experience for both bank clients and employees creating a setting that makes them equal partners. Hence the experts that work at this bank branch do not have their own working stations - they just like the customer come to a highly important business meeting and together with the customer they choose the most appropriate seating area for the meeting at hand.
Ultra-modern space that is more of a meeting space for professionals than a bank office. It offers high-end meeting rooms and exhibition space and puts the new bank functions as a trusted advisor and expert in the centre.The space is also very agile and the open area can turn into various other settings suitable for a product promo, technology demo or education workshop.
The success factor here was the direct research that we did which led us to the insight that when a customer of this profile needs to come to the bank office, they don’t come to receive a service, they come to meet a trusted partner. This gave us a uniquely distinctive direction for the design.