Virgin Money

Making People Happy About Money

Expertise
Customer Journey Analysis
Experience Mapping
Interior Design
Signage & Application
Branded Environments
Digital Integration

The challenge

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120%

More account openings
123

Branches completed
+300%

Higher sales than the next best branch

Our process

The challenge

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Our process

The challenge

Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

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Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Responding to the latest needs of SME’s, business owners and private customers that have shifted to digital banking – together, we decided to turn the traditional in-branch experience on its head, and into an innovative and inspiring journey. Creating community-led, social learning spaces in-branch.

Responding to the latest needs of SME’s, business owners and private customers that have shifted to digital banking – together, we decided to turn the traditional in-branch experience on its head, and into an innovative and inspiring journey. Creating community-led, social learning spaces in-branch.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Responding to the latest needs of SME’s, business owners and private customers that have shifted to digital banking – together, we decided to turn the traditional in-branch experience on its head, and into an innovative and inspiring journey. Creating community-led, social learning spaces in-branch.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Re-writing the traditional branch experience to bring new meaning to the physical space.

Responding to the latest needs of SME’s, business owners and private customers that have shifted to digital banking – together, we decided to turn the traditional in-branch experience on its head, and into an innovative and inspiring journey. Creating community-led, social learning spaces in-branch.

Our process

Re-writing the traditional branch experience to bring new meaning to the physical space.

Responding to the latest needs of SME’s, business owners and private customers that have shifted to digital banking – together, we decided to turn the traditional in-branch experience on its head, and into an innovative and inspiring journey. Creating community-led, social learning spaces in-branch.

The challenge

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Our process

The challenge

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

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A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

Our process

A new way to engage with the customer IRL, brought to life in an inspirational space underpinned by the positioning: Learn. Work. Bank.

The challenge

People at the heart of the experience

People at the heart of the experience

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People at the heart of the experience

People at the heart of the experience

People at the heart of the experience

People at the heart of the experience

People at the heart of the experience

Following the merger of CYBG and Virgin Money and hot on the heels of the successful opening of B-Works, Manchester; We developed a customer centric store format strategy, that includes a family of concepts specifically tailored to serve the needs of local communities. The design highlights feature modules built to engage and serve customers throughout every area of the space.

Following the merger of CYBG and Virgin Money and hot on the heels of the successful opening of B-Works, Manchester; We developed a customer centric store format strategy, that includes a family of concepts specifically tailored to serve the needs of local communities. The design highlights feature modules built to engage and serve customers throughout every area of the space.

People at the heart of the experience

Following the merger of CYBG and Virgin Money and hot on the heels of the successful opening of B-Works, Manchester; We developed a customer centric store format strategy, that includes a family of concepts specifically tailored to serve the needs of local communities. The design highlights feature modules built to engage and serve customers throughout every area of the space.

People at the heart of the experience

People at the heart of the experience

Following the merger of CYBG and Virgin Money and hot on the heels of the successful opening of B-Works, Manchester; We developed a customer centric store format strategy, that includes a family of concepts specifically tailored to serve the needs of local communities. The design highlights feature modules built to engage and serve customers throughout every area of the space.

Our process

People at the heart of the experience

Following the merger of CYBG and Virgin Money and hot on the heels of the successful opening of B-Works, Manchester; We developed a customer centric store format strategy, that includes a family of concepts specifically tailored to serve the needs of local communities. The design highlights feature modules built to engage and serve customers throughout every area of the space.

The challenge

So much more than bank

So much more than bank

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So much more than bank

So much more than bank

So much more than bank

So much more than bank

So much more than bank

The new stores, open to customers and non-customers, provide facilities for entrepreneurs to co-work and create, whether in the social media studio or the flexible co-work areas, all fuelled by bottomless cups of excellent coffee.

The new stores, open to customers and non-customers, provide facilities for entrepreneurs to co-work and create, whether in the social media studio or the flexible co-work areas, all fuelled by bottomless cups of excellent coffee.

So much more than bank

The new stores, open to customers and non-customers, provide facilities for entrepreneurs to co-work and create, whether in the social media studio or the flexible co-work areas, all fuelled by bottomless cups of excellent coffee.

So much more than bank

So much more than bank

The new stores, open to customers and non-customers, provide facilities for entrepreneurs to co-work and create, whether in the social media studio or the flexible co-work areas, all fuelled by bottomless cups of excellent coffee.

Our process

So much more than bank

The new stores, open to customers and non-customers, provide facilities for entrepreneurs to co-work and create, whether in the social media studio or the flexible co-work areas, all fuelled by bottomless cups of excellent coffee.

The challenge

Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

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Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

The approach I-AM bought was collaborative, workshop based. They bought in a whole wealth of different experts and a variety of expertise and continuously pushed us even after we’d built. They did not stop asking questions, walking us through the initial vision.”

The approach I-AM bought was collaborative, workshop based. They bought in a whole wealth of different experts and a variety of expertise and continuously pushed us even after we’d built. They did not stop asking questions, walking us through the initial vision.”

Lee Chapman Head of Innovation, CYBG

The approach I-AM bought was collaborative, workshop based. They bought in a whole wealth of different experts and a variety of expertise and continuously pushed us even after we’d built. They did not stop asking questions, walking us through the initial vision.”

Lee Chapman Head of Innovation, CYBG

Lee Chapman Head of Innovation, CYBG

The approach I-AM bought was collaborative, workshop based. They bought in a whole wealth of different experts and a variety of expertise and continuously pushed us even after we’d built. They did not stop asking questions, walking us through the initial vision.”

Our process

Lee Chapman Head of Innovation, CYBG

The approach I-AM bought was collaborative, workshop based. They bought in a whole wealth of different experts and a variety of expertise and continuously pushed us even after we’d built. They did not stop asking questions, walking us through the initial vision.”

Our process

Behind the scenes

Audit & Interviews

Covering an area of 2.5 thousand miles with 26 branches in 11 cities, we gained an in depth understanding of the real-life issues facing customers and employees. This unveiled a great potential to define a completely new purpose for the bank based on a service offering built around lifestyle. We held 65 hours of one-on-one interviews in key locations, and we spent 68 hrs observing the actions of customers.

Workshop:

The our workshops were a wonderful opportunity to bring 3 banks together for the first time, to create a clear vision for the future under the Virgin Money brand. The insight gained from the audit and interviews, provided the workshop stimulus to define what customers need from their financial provider; branch locations, how they will use them throughout the day and social activities. We defined 3 formats, all aiming to break down traditional banking barriers and build new communities.

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