LB Finance

How can a space reflect a promise?

2019

Experience Design

About

LB Finance is a large NBFC based in Sri Lanka. As they were expanding, they felt their branding and retail experience were lacking, and approached Interbrand to re-look at what the brand meant to customers and how to better convey this message through their customer experience.

With a new brand purpose of “Opportunities Unlimited” we set about building a retail space and customer experience that would reflect the same.

Design Concept

The current retail experience was lacking both aesthetically and empathetically, the latter being a bigger problem. With a bare-bones interior, sections demarcated for different types of transactions and steel “cages” to separate staff from customers, the space just wasn’t reflecting a message of “Opportunities Unlimited”.

We started by removing the cages and zoning, and instead used a counter and ticket system to guide customers. This way, all transactions were relatively anonymous and customers could feel at ease. The space was made light, airy and open.

Aesthetically, the space drew from the rich architectural heritage of the island nation. Simple concrete structures were paired with dark wood furniture. Plants were introduced into the space to further the feeling of warmth and open-ness, and remove all notions of a cold, functional bank.