Within the design of offices and corporate headquarters for major brands, the design and construction of offices and bank branches has been Grup Idea’s speciality and original activity since its beginnings more than 25 years ago.
Whether the adaptation is based on the guidelines provided by the bank’s internal team or the design and construction project needs to be carried out from scratch, we have a tailor-made solution for each client.
In addition to strictly complying with the specific security regulations for the sector, it is very important to build and enhance a brand image with a retail strategy tailored to the existing needs. What aspects should be taken into account in the design of bank branches? We show you.
The importance of brand identity
More and more, banking institutions are looking for a renewed image: modern, open and welcoming without renouncing the essence and the desire to be at the customer’s side. Design is the tool that allows bank branches to differentiate themselves today.
As we saw in the interview with our experts in design and project management, office spaces and bank headquarters must reflect the dynamism and variability that has become part of our rhythm of life. The trend in the design of spaces is to place the customer at the centre, to create comfortable spaces in which to offer efficient and quality service as well as spaces for relaxation and conversation.
On the other hand, the customer experience also involves offering spaces as meeting places with the brand. In this sense, the application of corporate image is very important. Thus, the drafting of a White Book with the constructive details to be applied in each case is a very useful tool, in the same way as the Style Manual that Branding agencies use for the application of the brand.
On the other hand, in our projects we take into account the importance of preserving the pre-existing elements in the spaces, some of which have heritage or differential value that help to build the brand identity.
Technology and phygital experience in banking
Technology is the great ally in delivering a superior customer experience, reducing operational costs, gaining efficiency and improving sales force productivity. While improving remote service delivery and evolving the physical branch in parallel, the challenge is to offer a hybrid experience to customers.
In design, and more specifically in the retail sector, the phygital experience seeks precisely to unite the physical and digital worlds and generate complete and satisfactory experiences with the focus always on the user. In banking, an example is the request for an appointment via mobile phone to make a transaction at the branch. So can the digital service at the branch entrance, where a member of staff is automatically alerted so that he or she can access all customer data related to the bank and interact quickly with the customer if there is a problem.
The biggest challenge is to incorporate this phygital experience to the point of achieving a fully omnichannel experience, with the same level of quality, image and service regardless of the channel of contact with the customer. As the Retail Banking Top trends 2021 study shows, companies that learn to include the human touch in their digital interactions will be better equipped to build trust and emotional connections with customers.
Individualised service, trust and loyalty
At a time of transformation of the bank branch, the physical branch has a key role to play in enhancing the human relationship and maintaining customer trust and loyalty. In terms of design, it is important to have private areas and individualised service rooms.
In our latest bank branch projects, priority has been given to customer service areas designed for personalised treatment. There, customers can receive individualised guidance and advice on how to manage their finances and information on products and services from the staff.
With the aim of improving customer service, many institutions have also extended their opening hours to offer a higher quality service to customers, especially the elderly. Personalised service will undoubtedly be a key service for 21st century banking in order to maintain customer loyalty.