Bank of Scotland: Creating an integrated user experience


Bank of Scotland


Agile Workplace · Branch Experience · Customer Journey Mapping · Digital Activation · Format Strategy

The Challenge

As customers move almost wholly online for transactions, the bank needs to re-imagine how to stay connected and relevant in a digitally enabled world.

The Idea

New targeted propositions covering Events, Homebuying, Business Hub and a Social Bites Café encourage footfall and drive customer loyalty and acquisition.

The digitally enabled spaces provide an omnichannel relationship for the customers, demonstrating the value of all touchpoints based on need. The brand experience aligns perfectly with the BoS DNA and what it means to be Scottish creating a sense of pride in both colleagues and customers.