Visitor experiences varied by region and site, creating inconsistent first impressions and avoidable friction at critical moments like arrival, check-in, and wayfinding. The bank needed a single, choreographed experience that could feel personal and high-touch while operating reliably across multi-continent campuses and local teams.
We connected physical environments, digital systems, and human interactions into one end-to-end journey—mapping pre-arrival through departure and translating it into service blueprints that aligned people, process, space, and technology. I contributed to concepting the digital welcome, check-in, and wayfinding touchpoints, supported by playbooks and training tools to help hosts deliver consistent, high-touch service and enable measurable continuous improvement.
