In order to get back in touch with their customers, we suggested curating events from outside the industry, such as exhibitions, readings, film screenings, etc. If excitingly designed, these events would provide potential customers with an incentive to visit the “bank” and give “bank advisors” the chance to get into conversation with people. Bank employees would thus become curators first and bankers second.

Offering alternative services in the bank required a different spatial concept of course! A look at the spatial disposition of various banking functions showed on the one hand that the staff themselves were provided with spacious offices for administrative activities, and customers on the other hand hardly had any room for activities other than cash withdrawals or payment. The typical ratio was about 80:20! We proposed to flip this ratio and to extensively increase the customer space. Bank employees should even find opportunities in the customer area to carry out banking transactions there.

Our findings were echoed in a leading journal for organizational development.