Islandsbanki has taken the wraps off its next generation bank branches, a key part of its strategy to rank first in Icelandic retail banking for customer service. Douglas Blakey reports
The brief: to deliver sector leading customer service via a modern retail environment that also reaches out to the community.
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At the same time, Islandsbanki required its new branch design to support the bank’s themes of multiply, simplify and unify, with objectives to develop its business and make a positive impact to society and the environment.
In addition, the branch operating environment had to be capable of facilitating the high levels of relationship management and service levels to which the bank aspired and reflect the bank’s strong commitment to social media.
Islandsbanki, the 140-year-old Icelandic lender turned to UK-headquartered allen international to develop its new branch design.
Despite the unstoppable growth in digital channel usage, Islandsbanki’s network of 17 full service branches and one self service outlet continue to receive more than one million customer visits a year.
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By GlobalDataThe bank’s commitment to the future of the physical channel is evidenced by its investment in the next gen branch project.
A recently formed Relationship Banking Division further complements the future role of the branch.
The solution
The rationalisation of two branches into a new harbour side site offered the opportunity to introduce a fresh retail concept with the emphasis on projecting the strong brand values of the bank.
The design strategy also recognised the continuing importance of Islandsbanki branches within the community and the valuable role that they play.
Islandsbanki is committed to many causes beyond the provision of banking services and according to the bank the local community has reciprocated by regarding their local branch as their own.
According to the bank, the launch of a new branch design would also help it to strengthen customer retention.
The new branch design has a number of distinctive zones. The front of the branch includes closely aligned facilities for self service, tellers and a quick-service or enquiry desk all to deal with everyday customer banking needs.
In addition to the option to bank digitally within the branch – coffee is on offer for customers – kiosks also provide access to social media; social media has become an integral part of the bank’s marketing strategy with each branch represented on Facebook.
More discreet customer meetings are located within two meeting rooms – nothing unusual there perhaps until one notes that the meeting rooms are built into a sea container (see image) reflecting Iceland’s maritime community.
The net result of the branch investment, is says Islandsbanki, a new retail concept providing a fresh expression of the bank’s strategic objectives and brand positioning.
