Formerly part of Lloyds, TSB is the British bank that’s proudly different from others.
To create a relevant future-proofed, future enabled blueprint branch for TSB that challenges convention and takes on the ‘big banks’. Household was asked to design a high street bank that helps its local community to thrive, giving customers the services they want and need.
The Transformational Solution
We designed a ‘right-brained’ bank experience for TSB’s customers – one that heroes warmth, service, human interaction and relationships.
The branch sets out to be the best ‘store’ on the street – one that lives by its values. Creating a space for conversation led to an innovative way of laying out the bank and servicing customers. Household designed three zones – Transact, Explore and Consult – to deliver the customer varying speeds and degrees of open to private service, allowing TSB to flex the offer across its estate.
– A digital welcome shows customers today’s weather, opening times and benefit-led banking opportunities.
– The central ‘Touchstone’ guides customers to each zone, and also serves as both cashier and personal banking and learning destination.
– The conversation wall houses a 4K touchscreen with local maps, banking tools, house prices and fun stuff for kids.
– Umbrellas are available to borrow, and staff – partners in TSB – are visible and welcoming.
Household’s sustainable solution for TSB is scalable, flexible and transferrable to formats from automated to self-automated to serviced. It’s an old bank that’s new; that reflects its local community, yet is unmistakably TSB.
Customer feedback –
“This is superb. The inside has a real impact, draws you in”
“Very welcoming. It looks ‘new age’, invites people to come in. Different and not the normal boring look of a branch”
“Doesn’t feel like a bank but more like a phone shop or café”
“Up to date, confident, professional. If this is TSB for the future they have moved to a higher level – the other establishments need to take notice”