Retail Bank Design Project
Background
In the early 1990s, the Bank of New Zealand embarked on a major
project to redesign 100 branches throughout New Zealand, at a cost
of $165 million. The aim was to create a new retail banking environment
which supported the bank's customer-focused sales and service culture.
We worked on Post Occupancy Evaluations of some 25 branches between
1993 and 1996. The aim was to assess whether the Retail Design Project
"provided the best environment from a customer and personnel perspective.
It needed to be both practicable and work hard to achieve strategic
outcomes."
Client Comment
"The Post Occupancy Evaluation process was essential for our assessment
of the Retail Design Project ... (It) is a rigorous process which
from a customer service and operations context provides valuable
feedback. Post Occupancy Evaluation was ideal for our purposes because
it measured quality of the physical environment."
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The new retail concept effectively redefined consumer and
business banking in New Zealand: the Post Occupancy Evaluations
identified what customers and staff thought of the new environment.
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