BNZ Retail Network
A robust strategic design approach based on customer centric retail principles, behavioural research and the bank’s strategy enabled the team to redefine the bank’s processes and reduce the real-estate footprint.
Warren and Mahoney and DNA were selected by BNZ to design a new generic store format for their 170 plus nationwide network. The team worked closely with BNZ’s Property and Retail teams to develop a design that would help deliver the bank’s future retail strategy.
The brief required the design team to challenge existing banking protocols and to design a store with a retail focus. The new design was derived from extensive customer experience workshops and focus groups.
The concept reflects the latest retail thinking while strengthening the core bank protocols of safety and security. Creating an open plan environment for staff and customers to freely interact in a variety of areas was a core need. The positioning of a central transaction area with Teller Cash Recyclers and Electronic Cash Drawers provides banking staff a clear view of the entire store and customers in getting their banking done fast and efficiently.
The classic but modern colour palette supports clear signage, making it easier for customers to navigate around the store. A strong community focus was achieved by the wonderwall which provides free internet facilities, illuminated regional or branded imagery, and digital signage displaying community notices, business adverts and sponsorship messages. Meeting areas range from casual stand up areas at the front of store to the enquiries counter with stools, to semi-private hubettes and private hubs with sliding glass panels and timber slats. These areas provide customers with the level of privacy most appropriate for their banking needs. Banking Advisor desks are positioned behind a transparent glass screen allowing staff to quickly assist customers as they came into the store. This visibility also assists with security as it provides open lines of sight across the entire floor.