We were approached by Standard Chartered with a simple question: “In a digital world, is there still a role for the branch?” Our answer? “Absolutely.”
Because digital is so easily replicated, standing out from the competition requires a blend of digital, human and physical elements that no app can ever deliver. For most transactions, consumers are happy with digital. But for the big moments – a mortgage, a loan, an investment – they crave human reassurance.
We worked out the ideal customer journeys for Standard Chartered, from purely digital through digital and human to purely branch-based.
Our branch design scheme was built on four pillars: Recognition, Personalisation, Simplification and Education, and focused on identifying the right technologies and the right blend of digital and human touchpoints for every stage of the new customer journeys.
Experience by: FITCH Singapore