Less is more.

NAB Self Service Stores.

Customer Experience Design + Retail Transformation.

NAB Smart StoresSlideshow4 939x532

How might we empower the customer through self service.

NAB is a financial services organisation with over 12,100,000 customers and 50,000 people, operating more than 1,750 stores and Business Banking Centres globally. As part of their retail customer experience (CX) transformation programme, National Australia Bank designed an experience that moves them beyond commodity, and breaks away from other banks through service experience.

 

Outcomes:

> Speed to market – Rapid prototyping, testing in beta branch

> Sprint based – Lean methodology, prototyping and testing cycles

> Collaborative – User led approach, remote working (Melbourne/Auckland), co-location and co-design

> Leading with technology – New technologies to enable customers to have greater ability to process their own cash and cheques

Effect:

> In the new stores, self-service cash services have increased from 8% to 31%

> Resulted in a doubling of sales by store

> Better staff-customer sales engagement, providing help, guidance and advice rather than processing low value transactions

> Transaction zones that enable customers to quickly and efficiently conduct their banking 

> Lingering zones for more relaxed conversations and information gathering

Activity:

> User research, rapid prototyping, testing in beta branch, service design, CX transformation

> Transformed customer experience, incorporated new technology, drove differentiation and efficiency into retail offer

> Drew on experience from banking on both sides of the Tasman, complemented with customer centred experience design approach

> A highly collaborative approach, we used lean methodology, prototyping and testing cycles to define the final solution

  •  See all case study images

The Numbers

23%

Increase in self-service cash transactions

 

NAB Smart StoresSlideshow2 939x532 NAB Smart StoresSlideshow3 939x532 NAB Smart StoresSlideshow5 939x532 bourkestnab3 croppedimage540333 nab