A new customer experience and design concept for Lloyds

Clapham Junction

For Lloyds Bank branches to be relevant, the proposition had to evolve. A new site in Clapham Junction was the impetus to create a new customer experience and design concept, as part of a wider branch of the future strategy.

Lloyds Clapham Junction would be highly targeted to the area’s particular demographic – financially well off, digitally-savvy, and young households. A ‘work hard, play hard’ mentality means residents are looking for emotional rewards and reasons to dwell, Lloyds Clapham Junction needed to deliver a customer experience that deepens relationships with the area’s clients beyond simple transactions and becomes known within Clapham as the ‘go-to’ bank for each of four cornerstone customer need states: Convenience, Search & Solve, Planning, and Sharing.

Its success is way beyond Lloyds’ expectations

The results are proof positive that customers get a personalised service that addresses their needs:

%

said the design was better or much better than other shops or banks

%

said that their experience at Clapham Junction was better or much better than other shops or banks

%

said their opinion of Lloyds Bank was now better or much better, based on their Clapham Junction branch experience

“Customer feedback has been amazing, the customers love the look and feel of the branch and frequently comment on the style of the branch, the relaxed environment, and the scent! Colleagues feel empowered to have different types of conversations with our customers and have commented how they would struggle to return to an older style branch.”

Sarah Harrison, Bank Manager, Lloyds Clapham Junction

Lloyds Clapham
has won a Gold Transform Award Europe, FSF Marketing Award and a DBA Design Effectiveness Award


Retail Strategy
Environmental Design
Customer Journey
New Format Design


Retail Strategy
Environmental Design
Customer Journey
New Format Design