Banks are no-one’s favourite place to hang out, but we were challenged to make a visit to Barclays a warm and accessible experience.

The solution involved a complete rethink in the way Barclays spoke to its customers (and its staff) throughout its entire UK network of 550 branches.

Every piece of communication was addressed, from exterior signage to what went on behind the scenes. We even questioned the notion that, while the bank expected customers to trust them with their life savings, they in return didn’t trust them with a 30p biro and chained it to the counter...