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ANZ | October 2019 | Banking | End-to-End
In the new omni-channel world, many financial institutions are experimenting to find the right mix of delivery channels. Along with predictions of smaller branch footprints in the future, experts have emphasized the need to rethink the role branches will play moving forward. In collaboration with Australia and New Zealand Banking Group Limited (ANZ), greater group and X-Factor Displays developed a temporary branch format that can be rolled out and deployed swiftly to provide continuous customer service across various scenarios, including permanent and temporary branch closures, pop-ups at events or focused locations like airports or campuses, mobile facilities and part-time banking.
After the first full-scale prototype was completed at greater group’s manufacturing plant, The Lab, ANZ started looking for a chance to test-drive the unit. An opportunity presented during the Queensland Ipswich Riverlink branch’s renovation which served as a temporary branch during the 8 week closure.
According to ANZ’s Design Director Duncan Sinclair, the feedback was incredible from the outset. “The numbers were outstanding. Within a week of deployment, the kiosk was achieving over 80% of the customer interactions of the full branch it was temporarily replacing – in a space about 1/8th the size and 1/10th of what a typical location might cost to build”, he says. “The kiosk was in such demand that ANZ immediately ordered five more. The success of this unit was celebrated right through ANZ and by the third week, everyone was talking about Riverlink. Regional and District Managers were queueing up to be next in line.”
ANZ wanted to challenge the mainstream approaches to banking customer experience with a “temporary format” design that allows for brand presence and interactive customer experiences.
The project goals included:
Together with X-Factor Displays and The Lab, greater group provided end-to-end services from design and procurement to manufacture, build and ongoing project management.
MODULARITY & SPEEDDesigners at greater group need to design a format that had the practical benefits of a temporary structure, yet it needs to have a high-end finish consistent with ANZ’s regular branches. The team also emphasized the functionality aspect to include modules for different stages of the customer journey.The unit had to be installed within 1-2 nights to avoid disrupting the flow of business, especially with the Riverlink pilot which was located in the middle of a busy shopping centre.
LOGISTICS This kiosk design also took into consideration logistics as it needs to be transported to different venues across Australia. It had to be light and compact enough to be packed up into a crate without damaging the materials and finishes and not take up too much space in storage.
DOING MORE FOR LESS
When brainstorming ideas for this project, greater group’s designers considered a number of different structures, including a fold-out and a cube concept. For each option, it was evaluated how well the concept would function across a wide variety of scenarios, both indoor and outdoor.
The pop-up kiosk was agreed on because:
ANZ is an Australian multinational banking and financial services company headquartered in Melbourne, operating as the second largest bank by assets and third largest bank by market capitalisation in Australia. This was greater group’s first collaborative project with ANZ. Since piloting the kiosk, another five units are in the process of design review, manufacture and build to be installed across Australia. The success of the project to date can be attributed to the extensive prototype and pilot stages, using customer feedback to continuously improve the unit for subsequent rollouts.