Lloyds Bank Branch Audit
We build bank brands designed to transform markets.
Creative. Reliable. Research.
A comprehensive bank branch audit of Lloyds.
A review of the interior design and communi-
cations. Proposals for financial retailing in the UK.
Banks face big risks shrinking branch networks.
A Lloyds Bank brand and retail network
branch audit plans a future position.The audit produced two recommendations:
1. The branch evolves into a sales advice-oriented hub.
2. Develop a communications strategy based on
money/meaning relationships.The outcome: A stronger relationship-based retail and marketing business model.
The famous black horse dates back to 1677
After discussions with the Director of IT and Retail Operations at Lloyds' London offices, we were commissioned to audit their latest branch format in Cheapside, City of London.
Our audit proposal covered all key aspects of successful branch design and brand strategy, including technology integration, customer journey mapping, ergonomic and customer-centric layouts, research-driven planning, POS and branch communications, and lighting design.
The goal of the audit was to shift Lloyds' operations from an in-branch transaction-based model to a relationship-driven approach, centring the brand strategy around customer insights and solutions tailored to life-needs. This would shape Lloyds' value proposition around meaningful customer relationships.
We believe in developing branch formats that align with emerging business opportunities, partnering with leading banks that demonstrate a strong strategy, multi-channel delivery, and a customer-focused approach.
Lloyds' value proposition centres around offering comprehensive financial services and solutions, including banking, insurance, and investment products. Here are some key elements:
Comprehensive Financial Services: Lloyds provides a wide range of financial products, from personal and business banking to insurance and investment solutions, tailored to meet diverse customer needs.
Customer-Centric Approach: The company focuses on delivering personalized service and support, aiming to build long-term relationships with its customers. This involves understanding their unique needs and offering solutions that align with their financial goals.
Innovation and Technology: Lloyds invests in digital technology to enhance customer experience, streamline processes, and offer convenient online and mobile banking services.
Trust and Reliability: With a long history and strong reputation, Lloyds emphasizes trust and reliability, reassuring customers that their financial needs are in safe hands.
Sustainability and Social Responsibility: The company is committed to sustainable practices and contributing positively to communities, reflecting a broader corporate responsibility.
These elements combine to position Lloyds as a comprehensive, trustworthy, and customer-focused financial services provider.
"We need all members of staff to be on the sales floor
between the hours of 12 noon and 2.30pm.
We want to act like retailers not like bankers."David Cox, Branch Manager at Lloyds Cheapside London
