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Decreasing wait time at an in-store bank


Kiwibank wanted to improve the retail experience for people who are joining the bank and creating their first account. They asked us to help.

We worked to understand customer behaviour and needs, as well as the business process and requirements. We then explored new processes and retail layouts. We prototyped the experience in a mail warehouse in Petone, making refinements before defining the optimal process and physical space.

The new on-boarding process and physical layout of the retail space has lead to a decrease in waiting and service times from an average of 45 minutes to an average of 12 minutes. There have been flow-on benefits for customer satisfaction, employee satisfaction, and number of new customer applications completed.

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