Creating a welcoming and relevant branch experience for Halifax


The Halifax is one of the UK’s largest providers of mortgages and savings accounts. With over 650 branches across the country, Halifax asked us to reassert the brand’s positioning within the retail environment, moving away from a rate and promotion-led strategy, and towards a brand and customer-led retail experience.

We looked at all the ways that customers enquire about or receive information in branch, and the ways that colleagues interact with them. This resulted in the design of a simple and straightforward experience. It’s a journey which is led by personalised service from Halifax’ people, and facilitated by the introduction of new technologies.

The scheme has helped Halifax achieve, and often surpass, its targets:



reduction in traditional counter traffic – more than doubles target



increase in Net Promoter Score exceeds target



nearly a double rise in use of Immediate Deposit Machines

“Thanks to M Worldwide, we’re now well on the road towards having a relevant in-branch experience for our customers that fully supports our aspirations to make banking simple and accessible, both now and for the future.”

Paula Rowntree, Senior Marketing Manager, Halifax

Lloyds Clapham
has been nominated for the Design Effectiveness Awards

Lloyds Manchester

Environmental Design
Customer Journey
New Format Experience

Lloyds Knightsbridge

Retail Strategy
Environmental Design
Customer Journey
New Format Design