Design decisions in new or revamped financial institution retail branches must do two things well: 1) Clearly communicate the organization’s overarching ethos and services and 2) build trust by understanding and reflecting local values. We’ll illustrate with 3 projects, show how retail banking branch design trends support service delivery and share the design trends we are seeing.
There is disruption occurring in banking, specifically around retail branch design and technology. The branch of the future is both high tech and high touch. A recent story in the Globe and Mail gives great examples of what is happening in the Big 5 banks that have become more technologically savvy with more services online, but still delivering high value personal services in branch. Branches that now offer a different personality than one may have found in recent past. Think open, transparent and welcoming with fewer counters and smaller spaces. Here in BC, where credit unions are a significant part of the financial services landscape and our communities, RATIO has seen an innovative and entrepreneurial spirit evident in branch design and service delivery.