Westpac asked Context to
create a unique customer experience for their new Barrington branch,
blurring the boundaries between mall and bank, and providing a relaxing
waiting area to encourage new and existing customers to linger.
This is achieved by creating a progression of different zones, from the
mall, to ATM lobby, waiting area, enquiries, and main banking chamber.
The branch design needed to consider after-hours access to ATM machines and self-help zones. There
are also strict security protocols to maintain; in particular,
providing clear sightlines from the entrance through to the enquiry
area, and beyond to tellers and private offices.
An open timber screen defines the shopfront, creating views into the
interior whilst also providing warmth, texture and intimacy inside. The
screen evolves from a linear form into a folded pattern inside – the
view changes with the movement of walking past to further engage
viewers. Pendant light fittings were custom-designed in stained plywood
to enhance the timber screen and provide an accent of colour.
Soft furnishings and warm timbers were selected to enhance the Westpac
brand colours while also creating a comfortable customer experience. The
mall flooring was brought in to further reduce boundaries between mall
and bank.
Westpac Barrington redefines the customer experience in mall banking. No
longer is the experience purely transactional or the interior
corporate, but the design of the space lends itself to true customer
engagement and experience. The screen is an innovative twist that
effectively provides a ‘safe’ relaxing haven from the rush of the mall
traffic. The roller shutter bulkhead was specifically designed to
conceal the door and visually connect the shopfront with the enquiries
area.
A kids’ room enriches the customer experience by providing a safe, quiet
zone for children to play in while their parents go about their banking
business.
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