Connecting with customers


YBS Group




National Roll Out

Project Description:

Interior design of retail premises

Scope of Service:

Strategy and Transformation

Brand and Experience


Media Productions

Project size: 


Project Value:




We can help make change happen

To find out more please contact us:
Web: www.sovibrant.co.uk
Tel: +44(0)1423 789388
Email: [email protected]
SoVibrant Ltd, Hornbeam House, Hornbeam
Park, Harrogate HG2 8QT


One of the nation’s leading building societies, YBS Group commissioned SoVibrant to assist in the development of a new design for its national branch network. As the group was undertaking a comprehensive re-brand the new branch design was to reflect the organisations values of transparency, honesty and trustworthiness and to showcase its commitment to improving all customer interactions within its property portfolio.

The Challenge

To undertake a strategic review of the existing branch design and methodology, research into industry good practice and innovation, and to commission an insight study into current customer satisfaction levels in relation to the physical environments of the branches.

To develop a scalable concept branch design that was reflective of the organisations brand values and to reinforce brand messaging at all customer touch-points through the use of interior design elements.

To create a base design scheme that could be adapted to suit each of the groups brands, ensuring a consistency of quality and approach across the national network.

To deliver a new flagship branch in Harrogate, and to measure its successes through a process of customer engagement, refining the concept design in readiness for a national roll out.

To prepare a comprehensive set of design guidelines for the roll out programme.

The Results

The design has successfully communicated the organisations brand ethos through the intelligent use of colour and materials, using natural finishes to convey the feeling of honesty, warmth and comfort while maintaining a professional and functional branch design.

Now in the midst of a national roll out the new branch design has proved to be a resounding success for both staff and customers. With over 20 branches having been refurbished to date, the roll out programme is set to continue its successes over the coming years.

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