Santander

Santander

Global branch transformation

Santander asked us to help rethink their global standard for their branch experience. We homed in on the brand‘s core values as well as a focus on best practice.

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How do you design formats to suit to suit nine different markets, where customer behaviours and journeys have such varied requirements? We zeroed in on Simple, Personal, and Fair – the Santander brand promise – making these values tangible physical and digital experiences.

Our research revealed that customers could be served much quicker. Branches needed to be more efficient but with lower staff numbers. With this in mind, we were also intent on building better relationships with Santander customers by moving the focus from transactions to conversations.

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“We have aimed for the branch to revolve around the clients, giving them quick access to all services.”

Ana Botin, Group Chairman, Santander

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New branch formats were designed to complement and drive the network strategy. We launched a design that integrates technologies that support the most natural human-digital interactions at any point along a journey. Customer queries can more quickly be resolved making more time to access relevant information and undiscovered tools. This also enables branch staff to worry less about operational efficiency and focus more on their customer.

Following successful pilots in Spain and Brazil we have transformed the networks in six key markets, dramatically reducing cost and time to deliver. Our approach delivers a controlled, consistent brand experience that has been successful in making staff more engaged with customers assisting their shift to digital.

Santander

Global branch transformation

Santander asked us to help rethink their global standard for their branch experience. We homed in on the brand‘s core values as well as a focus on best practice.

Image
Image
Image

How do you design formats to suit to suit nine different markets, where customer behaviours and journeys have such varied requirements? We zeroed in on Simple, Personal, and Fair – the Santander brand promise – making these values tangible physical and digital experiences.

Our research revealed that customers could be served much quicker. Branches needed to be more efficient but with lower staff numbers. With this in mind, we were also intent on building better relationships with Santander customers by moving the focus from transactions to conversations.

Image

“We have aimed for the branch to revolve around the clients, giving them quick access to all services.”

Ana Botin, Group Chairman, Santander

Image
Image
Image

New branch formats were designed to complement and drive the network strategy. We launched a design that integrates technologies that support the most natural human-digital interactions at any point along a journey. Customer queries can more quickly be resolved making more time to access relevant information and undiscovered tools. This also enables branch staff to worry less about operational efficiency and focus more on their customer.

Following successful pilots in Spain and Brazil we have transformed the networks in six key markets, dramatically reducing cost and time to deliver. Our approach delivers a controlled, consistent brand experience that has been successful in making staff more engaged with customers assisting their shift to digital.