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.