BACKGROUND

Waiting in a bank branch is often seen as lost time. PKO Bank Polski's queue screens were used ad-hoc, without a clear strategy or consistent look. The goal was to turn these screens into a consistent channel that genuinely supports the customer journey.

SITUATION

We helped PKO BP turn queue screens into a well-organized communication tool:

• - Strategic Framework: We defined what to show and in what proportion – ensuring relevance for everyone, from seniors to tech-savvy IKO app users.
• 
  
• - Purpose-Built Design: We introduced a repeatable format for every message: short animations that are easy to read from a distance and easy to follow, with clear pacing.
• 
  
• - Content Production: We produced 15 video animations covering cybersecurity, the IKO app, and new services.
• 
  
• - Field Testing: We tested the format in real branches and fine-tuned the content based on real customer behavior.

RESULTS

The bank got a clearer, more engaging way to communicate with customers:

• 1. Better experience: Waiting time feels shorter and more useful.
• 
  
• 
  
• 2. Higher awareness: Customers discover new services while they wait.
• 
  
• 
  
• 3. Staff support: The screens act as a "silent advisor," preparing customers for their conversation at the desk.