Everyone who comes to visit our branch of the future whether
a client, a colleague or even
a competitor, will see that
the branch looks fantastic.
Pasquale Giamboi Head of Retail Banking, UniCredit Bulbank

UniCredit contacted I-AM to design ‘the branch of the future’
for Central and Eastern Europe. The outcome combines a large number of innovative solutions, aimed at transforming a visit to the branch into a pleasant journey for customers where hi-tech furniture and fashionable technologies achieve a positive customer impact.

I-AM also introduced the new role of customer manager, a role filled by everyone in the branch, the branch manager included, and serves the goal of making every client who enters the branch feel important, special and attended.

I-AM conducted a customer experience analysis to compare the performance of the old design of the branch with the new one.
A survey was used to measure customer experience and identify different phases of the customer journey. The survey results were statistically analysed, and the effectiveness of I-AM’s improvement strategies was documented.

The design is now being rolled out in a number of formats across the Group. The test branch has proved a considerable commercial success with footfall and sales up and costs down.

What we did

Customer Experience Survey
Customer Journey Analysis
Branch Experience
Interior Design