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BNZ: Retail Experience

Retail Design + Experience

The Challenge

To meet the changing needs and desires of its customers, BNZ is rapidly developing a service model and product approach that is transcending the banking approaches of old. In line with this, BNZ has been actively making its channels and customer touch points more open, fresh, and informal.

Alongside a strategic decision to upgrade its retail network, BNZ have made a significant commitment to improving their digital touch points, with upgrades to internet banking and changes to their ATM platform. The challenge for banks, like all service organisations is that when responding to changes in retail and digital channels you need to be informed as much by changing customer needs and patterns as advances in technology and a desire to optimise your property footprint. Being customer led means ultimately delivering integrated experiences where customers can enjoy a more intimate, powerful and effective experience and service delivery.

The Solution

BNZ made a strategic decision to upgrade its retail assets with a complete revamp of its network of 180 'stores'. DNA partnered with Warren & Mahoney, to develop the new store concept. Extensive customer insight gathering, persona creation and journey mapping led to a completely new concept in retail banking. Research suggested being more approachable and accessible was an opportunity to build greater affinity and intimacy with all customer segments. A process that tested the bounds of these ideals within a rapid and agile prototyping model has allowed for rapid and iterative creation and evolution of the concept.

The new stores feature a central open teller desk with the latest technology in cash security, a series of meeting hubs for more private conversations, a wonderwall, and children's areas. A significant factor in the experience design was the further integration of an upgrade to the Out of the Box concept. BNZ stores have been carrying the Out of the Box banking range for a number of years, which is now more integrated with staff in the environment. Additionally a new approach to digital signage throughout the store and the ability for local groups to promote their community event using a digital solution have been showcased.

The Result

BNZ have made a significant commitment to improving their retail experience, staff environments, links to community and way to optimise their retail footprint. Through enhanced integration of new technology and digital touch points, they have created a template to tie all this improvement and innovation together in a flexible and scalable concept. The deployment of the concept has been rolling out to the full store network in recent months. Staff and customer engagement and key store performance metrics are all improved.