First State Super & State Plus
A retail infused approach to navigating a new relationship driven, customer focused banking landscape.
Futurespace worked with First State Super & State Plus (FSS & SP) to translate their ‘Member First’ approach to their flagship retail store on Bourke Street. The new environment shifts the focus to the member and the transition to an open working environment allows for FSS & SP’s people to interact and intersect with the member experience.
With a detailed understanding of the client journey and the activities the member centre would support, Futurespace created an ‘experience strategy’ which informed the zones across the retail space.
The strength of this space is its ability to cater for specific client facing interactions. A technology bench is centrally located to showcase product and is digitally enabled for fast transactional services. The ‘library zone’ is an inviting waiting area providing reading material and the ‘kitchen table’ is a meeting point for clients to seek advice in an informal setting.
Digitally activated executive meeting booths are acoustically treated to provide privacy and comfort for when clients have a need for sensitive conversations with financial planners. The result maximises brand opportunities, and assists FSS & SP to navigate the changing banking landscape and the transition to a ‘member first’ approach.
