In 2011 BNZ, one of New Zealand’s largest banks, redesigned their branches.

The radical design turned the old-fashioned branches into retail shops; no more tellers behind glass, but modern open counters in the centre of the stores.

Unfortunately, customers felt confused when they entered the new stores.

After a thorough survey, which included staff and client interviews, ID/Lab recommended a number of relatively simple changes in the physical environment.

Most important were the  recommendations about the way that the staff could interact with the customers.

We showed how this change of behaviour creates a remarkable and positive difference in customer experience.