Bank of Scotland: DBA Design Effectiveness Win!

15 April 2023

Our branch experience for Bank of Scotland has won a DBA Design Effectiveness Award it’s our fourth such award in four submissions!

Widely recognized as the ‘Oscars’ for design effectiveness this award is uniquely rigorous and winners are judged to have succeeded against highly demanding criteria, demonstrating the value of investing in design to drive business success, nurture communities and improve people’s lives.

This year the judging panel included leading figures from companies such as Visa, Financial Times and Bayer.

Established retail banks the world over are transitioning to a digital-first strategy with branches evolving to a new role that supports customers through complex needs and moments of truth.

The Flagship branch was the first in the brand for:

  • A Home-Buying area that helped customers navigate their way through a complex journey, not just buying a mortgage.
  • A Business Hub that created a space for start-ups and SME’s to work, meet up, attend events and talk business with their managers.
  • A dedicated Business Banking transactional space delivering a customised service away from the hub-bub of the retail customers.
  • A Café that encouraged dwell time in the branch space, new customer visits and a supporting role with an important social challenge in Glasgow.
  • An Event space, open to all, that encouraged personal improvement, business start-ups, well being and networking.

M Worldwide brief was to create a completely new financial services experience.

  • Transform the experience, priority to reduce queuing, encourage self service adoption and enable Bank of Scotland customers to fulfil their financial aspirations on their terms, when and how they want.
  • Differentiate the environment design to deliver a unique story, helping customers and communities to identify with the brand and connect to local needs.
  • Engage customers giving them space and time to interact with expertise including life aspirations, financial health checks and business start-up support. Deliver a service design that is time efficient and intuitive, giving ways of completing day-to-day tasks.
  • Innovate in developing new propositions that can enable people to achieve more from life.