NBK’s New Generation Bank: A User Experience Centric Branch Design
We worked with National Bank of Kuwait to design an innovative and tech-infused bank branch that focuses on the user experience. This latest NBK branch in Kuwait’s prestigious shopping centre The Avenues, stands out through its customer journey that balances human social interaction with digital touchpoints in a seamless manner.
For this branch, the core audience is the new generation, consequently we needed to consider the core features necessary to attract these customers without alienating older and more conservative clients. To do so successfully, we designed a concept that combines culture, aspects of tradition and a future-inspired vision capable of appealing to many different customer profiles, whilst meeting the expectations of the young generation of Kuwait.
Creating an Engaging and Interactive Banking Environment
This branch’s banking experience includes various interactive features and a journey highlighted by digital integration, which enables customers to resolve all transactions via self-service. To entice customers walking through the mall we designed an inviting store frontage, the entrance and reception areas include large digital screens as information hubs that are also used as signage to guide the customer journey within the retail environment.
We have ensured that the positioning of the waiting areas in the branch are located in key areas that are comfortable and allow optimum interaction with the brand. For the tablet kiosks we have created content that includes not only the latest NBK innovations, but also answers customer questions to strengthen the interaction within the branch.
Alongside the answers given to the users via the tablets, we created a highly interactive branch facade, ceiling cube screens and vertical wall screens that can easily change content, altering their look and feel of the branch and contributing to the various experiences NBK wants to provide. We created an exceptional bank journey, where the customer can visually change and control the venue experience.
In order to cater to more customers, we also designed a multi-functional meeting room not just for bank customers, but also for visitors. This space is a flexible environment that can be used for meetings as well as seminars and events.
Through this latest concept, NBK is able to offer a unique branch that differentiate itself by going beyond responding solely to banking pre-requisites and including experiences that focus on lifestyle needs and expectations.