Banking · Experience strategy
Bank of Kigali next-generation banking experience
A one-stop financial hub balancing digital self-service with personal banking and Rwandan hospitality.
1M+ clients today, 58% preferring digital
As Creative Director at Village Group, Deborah led experience strategy for Bank of Kigali’s new Kigali Heights branch. She reframed the branch as a one-stop financial hub, balancing digital self-service with personal banking and Rwandan hospitality.
Her journey organized the space around Attract, Connect, Transact and Support, using concierge guidance, product education, self-service technology and semi-private consultation. The design distinguished Retail from Premier Banking while creating a unified experience to help BK engage younger professionals without compromising the privacy and service expected by established high-net-worth clients.
Today, BK serves 1M+ clients, with 58% preferring digital banking: evidence that the hybrid model now reaches the next generation of digital customers.
Deborah Kakoma, strategic creative director. Interested in work like this? Work with Deborah.