A leading bank designed a new branch to optimize the connection between customers. They needed customer feedback within a live prototype experience. The objective was to evaluate how customers reacted to the new physical space based on appeal, navigation, the quality of the interaction, and whether or not it improved the experience.
Burke led an Accelerated Learning Lab® over several days with 100 customers. After walking through the physical prototype, customers rated key functional aspects: aesthetics, ease of transacting, appeal, and fit with the brand.
A subset of customers engaged in a qualitative discussion to learn more about what they liked or disliked, and the emotions and motivations behind their experiences.