Bper: analog revolution for branch access during the pandemic.
CX B2C RETAIL IN-STORE
Bper: physical signage has revolutionized the customer access experience in the 900 branches of the fourth Italian banking group.
We are in full COVID-Era.
They are created outside the BPER branches two rows: one for those who have booked and one for the others. The rules are confusing, people fight every day.
After some inspections, we identified the frictions of the customer experience, and made a concrete proposal to solve the problem.
Three days later, the solution was ready to be tested, and then replicated across the network.
Lato Società Benefit
May – Sept 2020
The pandemic has changed regulations and behaviors.
The way people interact with physical spaces has changed.
A signage integrated into the layout of the branches
and in the brand identity.
New behaviors guidelines for employees.
A new, smoother and faster login experience for users.
From 5 to 900 in a few weeks.
In just 21 days we have solved the emergency in five pilot branches.
After the Test, we have optimized and scaled the solution to all the other 900 branches of the group, all over Italy.