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.
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
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
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 ”