Following a review of the Society's Headquarters Strategy, Nationwide wished to relocate staff to a new Call Centre some 5 miles from their current location in Swindon.
Although the new Call Centre was to be accommodated in a modern building which Nationwide were able to customize to its needs, there was concern that some staff might leave as a result of the change due to transport and personal arrangements.
To get staff involved in taking ownership for their new workplace, AWA designed and facilitated an innovative process involving a team of Champions from the Call Centre in undertaking research to establish their needs for the new workplace.
Using a cocktail of video recording and on-line surveys, internal research and external visits to other Call Centres were used to stimulate the teams thinking and capture feedback and ideas using video as means of recording and sharing the findings.
AWA worked with the Champions to produce a video brief as well as a more conventional documented brief which was used to guide the design. AWA led a number of design workshops with interior designers to ensure the brief met user requirements and worked with transport specialists to overcome perceived weaknesses in the transport infrastructure.
Nationwide occupied the building on time and within budget without a single member of staff leaving as a direct result of the change.
