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Reilly Design Financial Retail

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Reilly Designs\'s approach to creating the customer experience in financial retail services.

Reilly Designs\'s approach to creating the customer experience in financial retail services.

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Reilly Design Financial Retail Reilly Design Financial Retail Presentation Transcript

  • CREATING THE CUSTOMER EXPERIENCE Our Approach
  • Inspired Customer Experiences•we utilize the right blend of architecturaland interior design with graphics andtechnology to convey the branding andpositioning of financial institutions.•we provide compelling spaces that sellfor institutions striving to accommodate achosen demographic.•we help institutions leverage the retailbranch to engage the customer on amore personal level.
  • Financial Retail Design •environmental brand translation •protomodel concepts •branch design •interior design •customer experiences •retrofit concepts •signature elements •millwork design •fixture / retail element design
  • Great Environments•should create a deeper, richer experience for your customer andemployees by creating memorable and tangible experiences•must clearlycommunicatetangible featuresand intangiblebenefits that willattract customers’attention and drawthem into interaction
  • Your Brandbrandtotal experience gained from the behaviorand relationship someone has with yourinstitution, its products and its services
  • Brand Environmentsthere are two sides to every brand• the part you create• the part that is kept in the mind of the consumerSince your brand really is the promise you make to your customers, shouldn’tyour environment reinforce that promise with a great customer experience?
  • Point of View“Personalized service, convenience, and easeof use are key factors that customers considerwhen selecting a financial insitution.”“For the majority of customers, branches stillconstitue the preferred channel for openingan account.” Pricewaterhouse Coopers LLP 9/09
  • Today’s CustomersCustomers are now adopting alternative deliverychannels29% cite ATMs/kiosks as 1st or 2nd channel of choice.11% cite online banking as their preferred channel PwC Advisory
  • Today’s Branchevolution 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 brandexperience•provide spaces for higher return products - wealth management, insurance, financialplanning services•individual branches within a network need to cater to specific audience and theirindividual needs PwC Advisory
  • Today’s Branchfeatures•designed to deliver privacy, safety, and sense of security across all interactions•digital marketing and signage facilitate branch navigation and makes offerings innew ways•self-service channels emphasized for routine low-return transactions•education tools displayed prominentlydrivers•customized branch designs to serve needs of diverse customer base•consistency of branch design is important in order to provide customers with areliable experience across branches and to enhance their self-service experienceand reinforce the brand PwC Advisory
  • Alternative Delivery Channelsself service online banking video mobileATM banking banking
  • Efficient Staffing Operating Modelconvential/traditional efficient/evolved•staff are group in activity zones •activity hub Ryan Bank Concepts•zones are arrayed around perimeter •maximizes teamwork by decreasing barriers•large inefficient central spce •increases communication between staff•staff levels decline they become isolated •easily shift between tasks in response to traffic volume•isolation interferes with ability to adapt to •provide consistent, high quality, customer experiencestraffic fluctuations CSRs and tellers can’t at all times and level of activityadapt quickly •branch can actually function with fewer FTEs•can’t to multiple tasks in close proximity
  • Smaller Branchesthe “service core”
  • Smaller Branches the kit of parts
  • Smaller Branches the kit of parts
  • Mini Branches Capital One Bank 620 SF
  • Micro Branches 400sf+/- sfmicro/convenience branch examples
  • Teller OptionsDIALOG TELLERS HYBRID TELLERS one branch - 2 tellers - 2400 SF
  • Inline Branches renovations - a tiered approachinline/endcap 2500+/- sf example
  • “the design of a protomodel” Design Process The following is an example the process we take on all of our projects. It all starts with a understanding of your brand. Your personal brand or that of your company. The process is the same be it a home, hotel, or a new retail environment.1 conceptual design 2 schematic design 3 design development• initial concept diagram • initial building concepts • final floor plan • revised building concepts • exterior computer rendering• building forms • initial interior concepts • concept floor plan • interior computer rendering
  • Design Process “from an old burger king to an inspired branded financial retail environment”4 example of implementation of the protomodel • existing burger king floor plan • existing burger king photo • computer visualizations • final bank floor plan • photos of the finished project
  • Protomodel Concepts
  • Branch Design“brand icon” ** computer renderings courtesy of Tangram3DS “designed to be migratable”
  • Signature Elements“more efficient/effective retail environments” proposed plan
  • Retrofit Concepts“meetspricepoint”
  • Proto-models3800 SF 2500 SF
  • Hybrid Teller Branch
  • Branch Redesign original design redesigned branch redesigned branchoriginal design existing redesigned branch original design
  • Branch Refresh after after beforebefore before after
  • Branch Refreshafterbefore
  • Retail Fit-up/Modular Interiors limited constructionfixtures, furniture,demountable walls
  • Brand Palettes |Signature Elements“embraces technology” 10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542 “provides opportunities for remote branding” ©2005 BrandPartners Retail Inc. All rights reserved. Information, material, and designs in this document are proprietary to and owned by BrandPartners Retail Inc. and may not be . 1st Advantage FCU 2005 disclosed to any third party, reproduced, posted on a global computer information network, or distributed in any way without the written consent from BrandPartners Retail Inc. Gloucester
  • Custom Millwork “efficient & consistent look and feel for new branches, renovations and retrofits”
  • Modular Millwork
  • Display Solutions | Retail Fixtures•technology kiosks•white board displays•promotional kiosks•community displays•self service terminals•window displays•exterior merchandising•wayfinding / signage
  • Merchandising Solutions
  • Merchandising Solutions
  • Drive up Solutions
  • Exterior Projection
  • ATMs
  • Video Consulting
  • Dialog Banking
  • Micro Branch Options 500 sf
  • Brand Texture
  • Cash Recyclers
  • Non-constructed Interiors
  • Video Banking
  • Instore Branchesbefore 10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542 ©2006 BrandPartners Retail Inc. All rights reserved. Information, material, and designs in this document are proprietary to and owned by BrandPartners Retail Inc. and may not be disclosed to any third party, reproduced, posted on a global computer information network, or distributed in any way without the written consent from BrandPartners Retail Inc. ALASKA USA Federal Credit Union Design Development Phase DD Bid Package 1.05.06 SELF SERVICE SURROUND RETROFIT A.9
  • Mall Branches“sometimes lessreally is more”
  • Building Concepts first national bank of bar harbor“branches should be a brand iconthat respresents the personality ofthe institution and fit comfortablyin its surroundings ”1st advantage fcu regions bank bankatlantic
  • On The Boards“a look at some of the work currently in design ”
  • On The Boards
  • Retail Branch Design
  • Inline Branches “efficient/effectiveretail environment” “a kit-of-parts”
  • Small Branch Concept
  • New Investment |Retail Bank
  • New Investment |Retail Bank • exterior concept perspective • aerial view showing design as inline store • inline interior• alternate concept perspective • retrofit concepts
  • Suntrust
  • Suntrust
  • Suntrust
  • Novobank
  • Novobank • early design concept• logo / brand• point-of-sale material design mock-ups • aerial view showing design as inline store
  • Novobank II
  • WSFS Bank greenville branch retrofit utilizning thew new commonpalette
  • WSFS Bank
  • WSFS Bank
  • Viking Bank
  • Viking Bank
  • Mainsource
  • Mainsource I
  • Mainsource II
  • 1st Advantage
  • 1st Advantage
  • 1st Advantage
  • 1st Advantage
  • The Fauquier Bank night view of exterior
  • The Fauquier Bank
  • Adams County Bank
  • Adams County Bankexterior perspective view into retail branch view into wealth management view of entry
  • Midcoast“the building is the physical representation of your brand”
  • University of Kentucky
  • Service 1st
  • The Farmers Bank
  • American Heritage
  • American Heritage
  • Mid - Hudson Valleyoriginal design proposed design original design proposed design
  • AlasksaUSA
  • AlasksaUSA
  • Xcelexisting
  • Rocky Mountain Bank“designed to your region and demographic”
  • Branch Renovation
  • Sanford Institution for Savings redesign concepts original design proposed designoriginal design proposed design
  • Sanford Institution for Savingsactual space
  • Peoples Bank redesign conceptsoriginal design proposed designoriginal design proposed design
  • Peoples Bankproposed design