Laboral Kutxa is the output of the merger of Caja Laboral and Ipar Kutxa. The merger process resulted in the transformation of its office network. However, the planned new identity had not envisaged a preliminary consideration of what the new cooperative banking model should be.
The decline in over the counter operations and the demand for more sophisticated banking and associated services led us to propose a personalised service model where the values of cooperative banking in general and Laboral Kutxa’s in particular could become more visible. Integrating Lagun Aro (insurances) in the offices was also necessary.
We improved communication in the bank offices, externally and internally, during waiting time and when the customer is being served. We created personalised management positions enabling each client profile’s to be duly met.
We produced different communication and management supports with an assortment of materials, finishing touches and colours according to the brand’s characteristics. We proposed a plug-in solution that allows assembling the appropriate supports without altering office routine.
The model is being adapted to both new and some existing offices. Flow implements its supports in one single day, with a dry assembly with minimal impact on office routine.
The model is fine-tuned with each conversion by studying the cooperative members and client feedback.