Bank of Queensland’s business model is all about providing a personal and local service, with its managers and staff the ‘face’ of the branch. They also have the responsibility to develop and maintain close and meaningful customer relationships.

The opportunity for BOQ was to create a truly consumer focused banking experience. In terms of retail banking, this means putting customer needs and aspirations before the Bank’s operational requirements and desire to ‘brand’ the branch environment.

For BOQ, moving away from the traditional bank vista of teller desks and queues was vital to any branch redesign. The Bank wanted its staff to have the space and time to engage with customers on the retail floor, and not be hidden behind glass screens that were previously a barrier between the teller and customer.