Nationwide invests in branch redesign with £500 million push

Customer research has shown Nationwide that customers still value branches and face-to-face advice, leading it to invest in a new design concept led by Checkland Kindleysides.

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Victoria branch

Checkland Kindleysides has designed a new branch concept for building society Nationwide, which will roll out across the UK as part of a £500 million investment.

After trialing the new look branch in Swindon, it has now been implemented in the newly reopened London Victoria branch. The new design is an open-plan feel with informal customer seating areas and more formal meeting rooms. At Victoria there are six meeting rooms split across two floors in total.

Video-link service

Nationwide NOW, a new video-link service has also been integrated into Nationwide Victoria. It allows members to discuss financial matters with consultants remotely.

Checkland Kindleysides was brought in through a tender process in June 2014 and tasked with creating an environment that brings to life “what it feels like to engage with Nationwide”, according to a spokeswoman for the building society. She says the building society also wanted to be presented as a “modern mutual”.

Younger demographic

There is a shift to a new younger demographic which the design had to appeal to “without disenfranchising our existing customer base,” the spokeswoman adds.

The concept has been designed with agility in mind and will allow Nationwide to “change the purpose of branches” in the future.

Swindon was the prototype branch as it is the location of Nationwide’s head office and so helped encourage quick feedback from members and staff. A full national roll-out is expected over several years.

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Victoria branch
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Victoria branch
Swindon branch
Swindon branch

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Swindon branch
Swindon branch
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Comments
  • Simon Stacey October 6, 2015 at 11:27 am

    Seriously? This looks like an 1980’s airport hotel… the cheap kind! What a wasted opportunity to deliver an experience that balances human & digital interface with world-class design and invigorate a predictable sector experience.

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