Citizens Bank

Defining a Total Experience Strategy for Citizens Branches
 

We started the engagement with 25 stakeholder conversations and research in three existing bank branches. Through this process, we identified key customer and relationship manager needs with a journey for each. This led us to conduct Design Thinking Workshops in which we brainstormed potential solutions.

We then dove deep into designing the experiences within those journeys, resulting in a full transformation strategy that is taking their business to the next level.