Posted by Michel on 24.08.2011

Just a quick heads up on a fascinating project we are working on at the moment; Queuing and Wayfinding for a leading New Zealand bank. We have just come back from a week of surveying a number of branches on both the North and the South Island, interviewing customers and staff about their experience with the new store fit-outs, and observing customer’s behaviour in these stores.

Our recommendations included changes to the architecture, some of the fit-out elements and staff behaviour. The project was a great example of the importance of testing design assumptions early in the process, preferable by specialists like ourselves…..

Once we have finalised the project, we will ask permission from the bank to show you what exactly we have done there. Stay tuned.