Working better. Working together.

NAB / Business centres

Customer Experience Design + Retail Transformation.

NAB Business Customer CentreSlideshow4 939x532

National Australia Bank (NAB) is a financial services organisation with over 12 million customers and 50,000 people, operating more than 1,750 stores and Business Banking Centres globally. NAB sought to deliver a prototype for an open, flexible and collaborative way of working with Business customers, leading to the design of an environment which has increased NAB business contact dramatically.

As part of their retail customer experience (CX) transformation programme, NAB have been developing and testing a number of different formats in order to optimise its network by delivering  better customer experiences and embracing technology advances - including teller-less branches which are challenging the norms of branch service. 
 

 

Delivery:

Deeper engagement – NAB sought stronger engagement with a wide range of their business customers via a more ‘open’ environment

Set the benchmark – NAB looking to design an experience that will move them beyond commodity, and for ways to break away from other banks through service experience

Lead the change – objective was to transform the Banks customer experience, incorporate new technology and drive differentiation and efficiency in to retail offer

Collaborative partnership – DNA and Warren and Mahoney (WAM) teamed up again to deliver the NAB Business Hub concept as part of their customer experience (CX) transformation

Co-design – Collaboration with NAB teams in a ‘virtual branch' in Melbourne we used lean methodology, rapid prototyping and testing cycles to define the final solution.​
 

 

Effect:

> The entire 1,000m² space is designed for customer use allowing them to interact with their own customers and do business. 

> A virtual concierge that logs the customers requirements for meeting rooms, technology and catering

> Delivered a transformative environment - an open, accessible and collaborative space for customers and staff to interact in

> Local NAB staff can work out of the centre for a day rather then heading into the main office

> Use of the highly collaborative environment has increased NAB business/customer contact dramatically.
 

 

Activity:

> The hub is an open, flexible and collaborative environment which has increased NAB business contact dramatically 

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

> A virtual concierge that logs the customers requirements for meeting rooms, technology and catering

> Delivered a transformative environment - an open, accessible and collaborative space for customers and staff to interact in

> Use of the highly collaborative environment has increased NAB business/customer contact dramatically.

The Challenge

How might we support businesses working more collaboratively.

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The Numbers

1 + 1 + 3

Use of the highly collaborative environment has increased NAB business/customer contact dramatically.

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