Reinventing banking

Services
- Experience Design
- Retail Design
- Product & Service Innovation
Industry
- Financial Services and Insurance
Client

Abanca Corporación Bancaria, S. A.

Abanca is a bank born from the merger of two regional Galician entities that harnessed this fusion to redefine not only its identity, but also the entire user experience.

Reconnecting
with people

Abanca wanted to present itself to the world as a modern bank, with renewed values and technological ambition. To do so, it launched a new brand positioning under the claim "Sentir Común" (Common Feeling), which aims to bridge the distance between the clerk and the customer.

It became crucial to conceptualize and design a space that would reflect the essence of this new bank, generating a cross-cutting staging that could apply to all branches, and that would mirror its origins, values and methodology.

Solution

"Common Feeling":
the axis of the
experiential design

For Abanca’s new offices, we dispensed with the formalities of banking, in order to design efficient and welcoming facilities with services capable of exponentially improving the experience and bringing it closer to the consumer.

We designed a space that facilitates flexible, personalized attention and service through a modular system adaptable to different targets, dimensions, geographies and speeds, together with an innovative customer identification device that assigns each customer one route or another through their card, proposing a customized choreography according to the user's profile.

A space with various speeds thanks to different environments and areas: an elevated counter for quick face-to-face transactions and an area with low tables for business transactions and financial products. All this is rounded off with a work pool as a global control area from where the sales team can carry out their work in an optimal and efficient way.

Sometimes updating
goes far beyond
digitising

Materials such as
eucalyptus wood
and granite

Were chosen for the space partitions typical of the sector and slate in the meeting rooms to escape the characteristic coldness of bank offices, as well as materials native to the area of origin of both entitie.

A project that reinvented the very concept of banking and its relationship with the user, embodied in a balanced, personal, intimate yet contemporary space, capable of scaling and being easily replicated across all its branches.