Shapex is a toolkit and strategy that empowers branch colleagues to take ownership of the bank
branch to create a better work environment and ultimately shape better customer experiences.

Type
Service Design

Role
Research
Service Design

Duration
8 weeks

Team
4 Service Designers

Lloyds Banking Group is the largest bank in the UK with over 30 million customers. It offers a comprehensive service to customers including savings products, current accounts, mortgages and pensions. Part of its service is delivered through the branch network, currently consisting of approximately 1,800 branches across its core brands, Lloyds Bank, Halifax and Bank of Scotland.

The Challenge

Re-imagining what a bank branch should be and do in 2019.

The role of the branch is unclear in 2019 due to shifts in customer behaviour meaning more core banking activities are completed online. However, for many customers, the branch provides an important service, either because they don’t have access to digital and/or they prefer face-to-face communication.

The Final Concept

A toolkit and strategy that empowers branch colleagues to take ownership of the bank branch to create a better work environment and ultimately shape better customer experiences.

It enables the Lloyds Banking Group to become even smarter as an organization and to better adapt the retail banking experience to the demographic around its bank branches.

The Final Concept

How might we leverage branch colleagues to shape the bank branch experience?

Key Considerations

The role of the human - technology presents endless opportunities but branch colleagues are a vital part of Lloyds Banking Group's service; considering how their role fits with other elements of the service.

Helping Britain Prosper - Lloyds Banking Group has a group-wide mission to help customers end each day better than it started.

Lloyds Banking Group has large branches such as the Halifax flagship branch on Oxford Street, through to microformats in Paternoster Square - considering how the service differs depending on the scale.

Commercial reality - with over 1,800 branches any change will be costly and so any designs should take into account smart reuse of existing materials and low-cost improvements.