BIGGER IS NOT ALWAYS BETTER more efficient branches by design
creating inspired financial retail environments
•environmental brand translation
•protomodel concepts
•branch design
•interior design
•customer experiences
•retrofit concepts
•signature elements
•millwork design
•fixture / retail element design
•we utilize the right blend of architectural technology to convey the branding and
•we provide compelling spaces that sell for institutions striving to accommodate a
•we help institutions leverage the retail
Customers are now adopting alternative delivery channels
29% cite ATMs/kiosks as 1st or 2nd channel of choice.
62% cite online banking as their banking method
Branches remain an important interaction point, playing an essential role in complex product sales and relationship building for both retail and small-business customers.
evolution of the branch
•redefine role of the branch
•examine services provided in the branch
•re-visit the square footage and staff counts required to provide an optimal brand experience
•provide spaces for higher return products - wealth management, insurance, financial planning services
•individual branches within a network need to cater to specific audience and their individual needs
features
•designed to deliver privacy, safety, and sense of security across all interactions
•digital marketing and signage facilitate branch navigation and makes offerings in new ways
•self-service channels emphasized for routine low-return transactions
•education tools displayed prominently
drivers
•customized branch designs to serve needs of diverse customer base
•consistency of branch design is important in order to provide customers with a reliable experience across branches and to enhance their self-service experience and reinforce the brand
today’s customer
•people are taking advantage of the ease of use of remote channels to access their accounts more frequently, while still valuing the opportunity to seek out personal interactions for trustworthy advice on managing their finances
•multiple surveys citing heavy digital users seeking out the branch for advice on financial products and services
• Aims to create a comfortable and trusting environment where account holders are impressed with hands-on, white-glove type treatment from associates.
• Other than design, the key to achieving success with this branch experience weighs heavily on the caliber of staff who work there.
• This branch account base needs to meet a number of data points to make a Personalized Experience Upscale Model a success, including: a high enough income level, the right age range with accessibility to the branch.
• Unlike traditional branches where activities are separated by divisions of labor (teller activity, lobby interactions), this type of branch mostly requires universal bankers who handle the full-spectrum of the account holders experience.
“Seldom will be found a Bank Building so complete, compact and ideal architecturally as well as from the banker’s point of view as this one.”
York & Sawyer Architects 1906
yesterday’s efficient branch
conventional/traditional efficient/evolved
•staff are group in activity zones
•zones are arrayed around perimeter
•large inefficient central spce
•staff levels decline they become isolated
•isolation interferes with ability to adapt to traffic fluctuations
CSRs and tellers can’t adapt quickly
•can’t to multiple tasks in close proximity
•activity hub
•maximizes teamwork by decreasing barriers
•increases communication between staff
•easily shift between tasks in response to traffic volume
•provide consistent, high quality, customer experiences at all times and level of activity
•branch can actually function with fewer FTEs
small branch concepts “more efficient by design”
consult desks dialog tellers solutions centers consult desks check queue resource center
kits of parts solutions examples
large format digital changeable brand product grid
merchandising frame with paper based collateral
large format digital changeable brand product grid merchandising frame with paper based collateral solutions center
solutions center (budget)
micro/convenience branch examples
renovations - a tiered approach
inline/endcap 2500+/- sf example
“sometimes less really is more”
fixtures, furniture, demountable walls
“efficient & consistent look and feel for new branches, renovations and retrofits”
•technology kiosks
•white board displays
•promotional kiosks
•community displays
•self service terminals
•window displays
•exterior merchandising
•wayfinding / signage
tellers
small pad/endcap/infill branch concept
small pad/endcap/infill branch concept
drive-up
dialog tellers 24 hr vestibule
drive-up
dialog tellers 24 hr vestibule
atm/entry
conference
mortgage waiting
asst manager
copy/print manager
queue cafe drive-up teller
dialog tellers work room break room
small stand-alone branch renovation concept
desk/bar height msr
engagement station ptm vestibule dialog tellers waiting copy/ files
future ptm
tellers
copy/ files
