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Cashier Number 3 Please by Terry Green

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CASE-STUDY: BARCLAYS BANK

Barclays’ transformation of their retail branch network began in 2005, with the arrival of Deanna Oppenheimer, now CEO of the retail bank. “We decided that rather than just change the carpet and paint the walls, let’s create the next generation of bank branch.”

The project pulled together talent and experience from inside the bank and from suppliers, and, crucially, was reinforced by other senior members of the team, Mike Amato and Erin Biertzer, joining from Washington Mutual, where the Occasio project had caused such a stir. Occasio, which in Latin means “favourable opportunity,” earned Washington Mutual a patent for its design and much media interest. Using teller pods stationed in the middle of the branch, the “Starbucks-style” ...

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