Empowering customers through self service.

National Australia Bank / Self Service Stores

Self Service Retail and Customer Experience Design

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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.


  • Speed to market: Rapid prototyping and testing in pilot 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


  • 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


  • 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


Increase in self-service cash transactions


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