From Traditional Branches to Agile Retail Banking: A 35% Footprint Reduction + 20% Productivity Lift Transformation
We led a bold retail banking revitalisation — modernising the in-branch experience, digitising services, and redesigning the operating model.
- Client
- Major International Bank
- Sector
- Banking
How we delivered
A major international bank was at a crossroads: rising digital adoption was pulling customers online, while physical branches remained expensive and increasingly misaligned with modern expectations.
Step 1: Digitising the Service Backbone
We audited over 100 service requests and transitioned them from static forms to intuitive, touchscreen-enabled digital interactions on in-branch kiosks and tablets.
Step 2: Reimagining the Operating & Service Model
Through customer research, workshops, journey mapping, and prototyping, we redesigned the sales and service model to move away from rigid desk-based transactions toward side-by-side, collaborative interactions powered by tablet technology.
Step 3: Execution, Change Enablement & Rollout
We configured tablet tools, delivered training and change management, piloted in select branches, refined based on feedback, then scaled across the network while monitoring customer feedback, transaction times, and cost per interaction.
Results
- 35% reduction in real estate footprint
- Consistent iNPS improvement over two years
- ~20% productivity increase and associated cost savings
- Enhanced branch agility and personal service