Lloyds Banking Group: Lloyds Bank, 399 Oxford Street

Lloyds, the bank, reimagined its bank branch design, placing a focus on sustainability and improving customer experience in the UK.

Executive Summary

Following the devastation of both fire and flood in branch on Oxford Street, Lloyds Bank had the opportunity to radically re-imagine how they designed bank branches; embedding Sustainability and a focus on customer education, rather than transactions, at the core of both the customer experience strategy and the spatial design.

This remodel opportunity gave Lloyds Bank the chance to test and experiment with new concepts and formats to help solve three main business objectives:

  1. Demand Reduction: reduce counter transactions to free up colleague time for meaningful conversations
  2. Sustainability: showcase the Group's sustainability journey through physical/ digital touchpoints and...

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