NEW BRANCH FORMAT EXPERIENCE FOR THE RAIFFEISEN CUSTOMER The project started with a deep analysis and understanding of the banks desired target customers. Working alongside Raiffeisen bank, we visited 4 cities and interviewed 20 customers from 5 customer groups. We spoke to them in depth about their needs, wants and preferences in relation to banking but also their lifestyles in general. A bank is essential to many people, and therefore our challenge was to define how we can we make the bank fit into their lifestyles and not the other way round. Through selecting key locations by using prompt cards within the interviews, we could then determine the preferred potential locations for the branches within the network. This began to inform our branch format strategy.