Francois Guern | Design for AI Francois Guern | Design for AI

Société Générale: Improving the bank branch customer experience in the digital age

Client: Société Générale
Date: 2016
Services: Digital Strategy & Service Design

Impact

Define the Société Générale branch experience of the future by optimizing physical spaces and leveraging digital services

 

Project type

Service Design

|Physical & Digital
Skills

UX Research

Storytelling

Co-design
Design & Craft

Ethnography

Experience maps, personas, insights

Design principles

Storyboarding

Implementation roadmap

Experiential guidebook

Context

Société Générale is ranked 8th in the European Bank ranking 2023, with a total balance sheet of 1,447 billions euros.

In 2016, Société Générale was seeking to reduce and optimize their physical footprint by leveraging digital innovations to improve efficiency and increase the customer experience.

The strategy we defined included digital innovation and physical spaces. 

Final strategy

InProcess IRIS Methodology (based on Stanford D-School Design Thinking method)

Phase 1

Ethnography, customer journeys, insights, design principles

Phase 2

Storytelling, concept testing, identification of innovation diamonds

Phase 3

Target customer journeys, workstreams, and roadmap