Branch | Observations and Analysis Report

Problem: Customers struggle to understand brand signage in branches, impacting their ability to complete tasks effectively.

Approach: Conducted a full day of observations across three high-traffic branches and analyzed insights from 12+ branches to validate outdated themes.

Solution:

• Language Disconnection: Identified that brand teams use language that doesn't resonate with customers.

• Readability Issues: Found that the font and sizing of signs are not easy to read based on location context.

• Irrelevant Messaging: Noted that a lot of displayed messaging is irrelevant to customers.

• Purpose Misalignment: Recognized a disconnect between the original purpose of signs and their actual utility.

Impact: These findings will inform improvements in branch signage and communication strategies, enhancing customer experience and understanding.

(Further insights and details are available in my portfolio.)

These are a few snippets of findings. All statements have been turned into 'how might we' statements, played back during a collective lunch and learn session to the business.

People leaders, Tribe Leads, and Executive level management attended. The ask was, for these statements to be owned and put on a backlog of teams to be solved for.