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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.

TEAM

CX Bper
Lato Società Benefit
Proxima

SERVICES

Customer Experience
User Research
Service Design
Employee Experience

DURATION

May – Sept 2020

Problem

The pandemic has changed regulations and behaviors.
 
The way people interact with physical spaces has changed.

Solution

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.

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Development

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.

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