The roll-out programme started in late 2005 and a significant proportion of HSBC’s branch network was refurbished, with the ultimate goal of emphasising and improving the retail, commercial and other segmentational aspects of the bank’s business.
The overhaul was designed to increase the square meterage of public contact space and improve the customer experience in branch. The design focus was based around counselling work stations and interview rooms designated into segmental zones to ensure a focussed customer experience and to progress the ever evolving High Street retail bank offer. Supplementing this is greatly increased numbers of self-service machines, customer service telephones and fast internet banking points.
Edmond Shipway was one of three Project and Cost Managers involved in the refurbishment for HSBC, working alongside two other national practices. We collaborated with our colleagues to develop ongoing procedures and assist with management information reporting to ensure effective project delivery for our Client.
HSBC recognise the need to bespoke their offer and as a dynamic business, branch design is tailored to exactly match customer needs in each locality. As such our Project and Cost Managers responded quickly to a continually evolving concept design and interior specification.
Change management was a fundamental part of our role and our network of offices across the UK meant we can service locations easily and react quickly to the varying brief and specification.