Berliner Sparkasse / Retail Design Pitch & Implementation
Sebastian Brunner at Strategy & Space in cooperation with blocher partners
The Berliner Sparkasse is creating a retail environment for the digitalization of its business model. The concept of blocher partners architects and Strategy & Space is applying the principles of user experience design to the physical space. This user centric approach allows the seamless integration of the digital and the physical customer experience. The retail outlets become "Kiez" neighborhood community meeting places for digital, financial and social inclusion.
The design aims to generate a more casual, private and cooperative interaction between the consultant and the customers. Therefore an innovative consulting table and work pool set up was created. A digital customer guidance system eliminates waiting lines and allows more efficiency. Tablets and free WiFi enable employees to go through a digital onboarding process with clients that are less familiar with online services. The "Kiez Lounge" welcome area provides news about the neighborhood, voluntary initiatives can use the space for meetings, local enterprises can present themselves and events can be held here.
In a partnership with blocher partners architects, Strategy & Space won the idea, design and reconstruction pitch for the Berliner Sparkasse retail outlets. During the pitch and the subsequent assignment by the Berliner Sparkasse, Strategy & Space has developed the strategic concept and customer journey design. In addition to that, Strategy & Space was responsible for user research, mock-up tests and the moderation of co-creative workshops with retail staff, customers, management and design team.
The concept was implemented at Alexanderplatz in 2018 and Karl-Marx Straße in 2017. The Berliner Sparkasse invested approximately 3 Mio. euros into the redesign of the outlet Alexanderplatz with its 1200 sqm and 50 employees. The reconstruction of more retail outlets is planned.
The Berliner Sparkasse was founded in 1818, has almost 2 Million clients, about 22 Bln EURs in deposits and 214 retail outlets.
Year: Since 2016