The Nottingham Building Society

The Client Challenge

The Nottingham Building Society sought to refresh its brand identity and customer journey by launching a new concept banking branch in Newark. The challenge was two-fold: to reassure its existing, long-standing member base while creating an exciting, modern, and tech-integrated environment that attracted new customers. The project required a full design and build service for the permanent relocation from historic premises to a new unit, demanding a focus on an improved, human-centered customer journey.

Edge Retail’s Integrated Solution

We provided end-to-end retail design and build services, collaborating closely with Eastwood Interior Contractors for the unit refurbishment. Our design centred on creating a ‘branch of the future’ by implementing an open-plan design and new style service desks where customers could stand or be seated, significantly moving away from traditional transactional barriers. We seamlessly integrated digital interfaces, and our technical development and in-house manufacturing teams delivered all interior fit-out elements, including comfortable private meeting areas and bespoke furniture, resulting in a clean yet comfortable environment for member visits.

Impact and Results

The successful concept branch launch established a modern, engaging hub that successfully served both existing and new audiences. The client reported that the new layout delivered a superior customer experience, dramatically increasing positive interaction, with customer satisfaction ratings reaching their highest-ever level. Furthermore, staff “love their new home,” and positive business results confirm the branch’s effectiveness as a platform for future growth. The Newark branch now serves as the template for further projects going forward, showcasing our ability to blend functional design with outstanding human-centered service.