The Finance Flow-r (floor) Plan is an experience-focused bank floor plan that encourages customers to explore all the services the bank offers. Inspired by IKEA’s customer journey, the layout creates an immersive, educational experience for first-time customers who may not know how to go about all their finances or how to start this journey with a new bank. The open pathway being the only way through the bank allows customers to easily navigate where to go to get to what they need. From account registration to the help desk, each section has employees there to guide the customers through every step.
In my Business section, the main points I researched talked about the experience and service the customers receive. Focusing on improving the customer’s experience involves building a relationship with them and giving above-and-beyond service with helpful employees. Speaking of service, customers feel happier they feel educated about what’s going on and this concept helps guide them to achieve that. The glaring issue with the concept is that it is inefficient to go in person to the bank if you plan on going for a quick trip. While self-service is known for being the quick form of customer service, that doesn’t mean the customers who like going in-branch don’t value quickness and efficiency as well. Also, customer service isn’t about holding the customer’s hand through every single step of the process. Knowing boundaries and adjusting business to those are some interesting ideas to take from this conjecture.
