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The bank wanted to make its UK branches more friendly
and informal. Working with a team of retail designers, we recommended
the innovative approach of taking non cash-handling staff out from behind
glass screens and giving them desks instead. To support our advice, we
commissioned market research. After a successful pilot, the scheme was
introduced nationally. Click on the arrow to see more.
We could have gone with one of the big guys and got a predictable
outcome but we took a calculated risk with a young team and it paid off.
We were delighted with the result the retail scheme set a new standard
for UK banks. Fred Crawley, deputy chief executive of Lloyds
Bank 1987.
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