ANZ at Home, Westfield Parramatta

ANZ at Home was created around a single proposition: home lending. Instead of designing a general-purpose branch that also handled mortgages, ANZ wanted a dedicated environment for one of the longest, most personal and often most stressful conversations a customer has with a bank.

That immediately challenged the conventions of branch design. A home loan conversation can involve couples, children, complex financial decisions and extended time with an advisor. The traditional model of queues, teller counters and transactional service was poorly suited to that experience, so the branch needed to be reconsidered from the customer conversation outward.

Greater Group organised the branch around people sitting down together rather than moving through a service queue. Privacy, comfort and longer dwell became more important than transactional infrastructure, creating an environment that feels closer to a consultation space than a conventional bank branch.

Its location within Westfield Parramatta also changed how the branch needed to present itself. Customers may encounter ANZ at Home while shopping rather than arriving specifically for a banking appointment, so the frontage and interior were designed to feel approachable and easy to understand from the mall concourse.

ANZ at Home opened as the first branch of its kind in Australia, creating a dedicated physical environment around the home lending journey rather than adapting a conventional branch to accommodate it.

The project demonstrated how a bank branch can become more specialised as everyday transactions move elsewhere. Instead of trying to support every banking function equally, the space focuses on the type of complex, human conversation where physical presence continues to matter most. The project was shortlisted for Interior Design Retail at the 2021 Sydney Design Awards.