Banking trends

THE DIGITAL OPPORTUNITY IN AFRICA
PREPARED FOR: FJORD
MAY 2012

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Private & Confidential 8digital (Pty) Ltd Nov 2012

fabrik8

We at fabrik8 have firmly established ourselves as a pre-eminent
and reliable specialist agency that provides branding, event
branding, 3D design (retails store design), marketing communication,
digital communication, strategy and design.

We integrate strategic thinking with creative execution and focus on
brand development and positioning, rather than tactical campaigns
that do little for brand or bottom line growth. We are design gurus
and Africa specialists with an appetite for challenge.

We have the skills, experience and infrastructure to deliver in every
African Country.

We have designed and created 3D spaces and rolled out over 300
stores across Africa.
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Trends in banking around the world

Ziraat Bank has what it claims is the first
tellerless branch network in Turkey. The
modular, freestanding unstaffed units — dubbed
VTMs — use videoconferencing technology to
connect customers with tellers at the bank’s
contact center.

The system allows customers to deposit and
withdraw money, buy and sell foreign exchange,
pay bills, transfer money and buy bonds but
does not allow a customer to requests loans.
VTMs also serves non-customers, allowing
them to pay bills and transfer money through
Ziraat’s system free of charge.

Ziraat keeps its VTMs open 24 hours a day, 7
days a week, 365 days a year.

The bank says that a normal teller could on average perform 76 transactions in a day, whereas with this system this
number has increased to 140.

The bank is looking to deploy as many as 1,000 units.

Ziraat Bank — which translates from Turkish as “agricultural bank” — serves a mostly rural and residential audience.

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In July, Virgin Money opened their very first new banking store in Guildford, Surrey. The new store replaces a
previous Northern Rock branch, with plans in place to transform the entire network of Northern Rock branches (about
75 in total) to Virgin Money Stores.

Virgin Money Stores feature free WiFi, iPads and iMacs, and a “no hard-sell policy” adopted by staff.

“Customers can simply come in, take the weight off their feet, enjoy a cup of tea and use our free facilities,”
explained Kerry Merrington, Manager of the Guildford Store.
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Community Bank wanted a branch design that
bridged its on- and offline brand experience.
Their new, flagship branch is located along
Beach Drive in St. Petersburg, Florida.

The floor plan establishes five specific zones:
Teller Zone, Sales & Advice Zone, Dwell Zone,
Community Zone and Brand Zone.

Programmable LED lights splash onto an snow
white canvas of gently curving forms, a touch
designers say was inspired by Apple products.
They also say (and this is a quote) that the
display becomes “a visual barometer for the
company’s brand, mood, social awareness and
public relations.”

It’s reminiscent of what a few other banks have
tried in the past, most notably Raiffeisen in
Switzerland and Chebanca in Italy.

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The merger of Itaú and Unibanco has made it
the largest bank in the Southern Hemisphere
with nearly 5,000 branches. To complete the
union of the two banks a redesign of the network
of branches under the Itaú brand was required.

The most significant change was to make the
exterior and entrance of the new branches much
more inviting and easier to enter. Revolving
metal detector doors were removed and the
branded fascia was given a 3D treatment.

A Q-matic system was introduced into a waiting
area for customers to relax and browse the
interactive digital product wall while waiting to be
served.

Customer segmentation was enhanced by separate areas for Attendimento/Gerencia, Uniclass and Negúcios
customers through different colors, furnishings and materials. Lightweight screens and friendlier customer furniture
support the relationship-focused strategy as well as improve privacy.

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This branch from RBC on 360 St. Jacques street is a historic gem. Established as the Royal Bank headquarters in
1928, the building cost $6.5 million to erect. It remained RBC’s HQ until 1962. There were 20 tellers along one wall
alone! Before the bank chose to close the branch altogether in 2010, the location had stood for more than 80 years,
in its cathedral-like grandeur and monumentality — an icon from Montreal’s heyday as the financial capital of Canada.

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FNB’s dotFNB High-Tech Store

To describe its new branch concept, FNB uses terms like
“virtual environment,” “interactive,” “augmented reality,”
“online solutions,” “video conferencing” and “technology.”
Aside from an advanced deposit-taking ATM, the new facility
is cashless.
Using an iPad or iPhone, the augmented reality app
overlays information on things within the branch. If you point
a device running the app at any of their products (which are
merchandised in boxes) the app “unpacks” the box on-
screen to let you know what features that product offers. For
instance, if you point the device at an FNB logo it brings up
the history of FNB.

The branch also has a couple “Conference Cubicles” where
customers can go for private video conferencing
consultations, but you have to wonder: Why would anyone
need to visit a branch to meet with their banker using
internet video? Why couldn’t they just stay at home and use
their own computer?

“dotFNB shifts the focus from traditional banking to digital
channels in an ultra-modern store-type environment,” the
bank said in a statement.

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ING Direct café strategy

Here’s State Farm’s expression of the
ING Direct café strategy — with lofted
ceilings and wooden rafters, sleek sofas
and cool music, artisan coffee and local
treats. They call it their “Next Door”
experiment (as in, “Like a good neighbor,
State Farm is there.”)

The space has four financial “coaches,”
each equipped with a proprietary iPad
app specially designed to help facilitate
conversations with potential customers.

A large display on the wall reads:
“Financial coaching, but in a pro-
community, create-it-together,
everything-is-free-except-the-coffee kind
of way. Beginners welcome.”

There are the two “private coaching pods.” Coaches will move the pods aside on weekends, creating a giant wall on
which they can project movies or TV shows. The pods are 2,000 pounds and on wheels, so it takes several
employees to move them.

The public can reserve a large conference room with dry-erase walls and large easels any type of community meeting
(provided it’s G-rated, with no alcohol).

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National Bank of Canada: Personal Touch

The National Bank of Canada are in the process of
launching a redesigned flagship concept in Toronto.
The retail firm hired for the project says the goal is
to create a warm and inviting space where clients
and potential clients will want to come in and stay
for a while to interact with staff.

“If someone comes in to have a coffee and read a
book for half an hour on a rainy day, it’ll be a sign
the design is working,” the design firm explained.
Plans even include a fireplace for cold winters.

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Acru’s Widom Bar

Guests entering Acru are greeted by casual
associates manning the “Wisdom Bar.” Directly
behind the Wisdom Bar is a set of booths for more
discreet conversations with Acru advisors.

Just beyond the entry is Copper Coin Coffee, an
independently owned and operated coffee bar that
gives the branch a sense of community and extends
the space’s useful life beyond traditional banking
hours.

The location features a set of bleachers that
accommodate after-hours music performances and
seminars.

Behind the communal space, there is a series of
“living rooms” where advisors and guests can take
their coffee and sit down one-to-one. ai3, the
architects who designed the space, drew on the
concept of the “third place,” a retailing strategy
pioneered by Starbucks.

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Contact Us

Fabrik8
Contact: Laine Barnard
Email: laine@8brand.co.za
Head Office: +27 21 423 2509
Website: www.8brand.co.za

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fabrik8

Thank You

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