Bank design has always been an evolving process. Even in an increasingly digitally-connected world, the branch has an important role to play in building relationships with customers.
Some have responded to digital acceleration by drastically cutting out branches. In 2017, one in eight UK branches closed: 1,169 branches in total.
Go deeper with GlobalData
RBS NatWest was responsible for the largest branch closure programme in 2017, closing 517 branches. Barclays retains the largest branch by brand with only 53 closures in 2018, leaving 1,155 outlets.
Despite the calls to shrink the number of branches, a number of banks are pushing back and instead transforming the bank design.
BMO bank design: the new Smart Branches
BMO Smart Branches centre on improving the customer experience. The branches are smaller in size but have the latest in-branch technology to support customers conduct banking tasks.
Kyle Barnett, head of North American channels for BMO, said: “We are constantly adjusting our thinking based on what our customers are telling us. The Smart Branch, in particular, was really a design that we believe would help us deliver for customers in a way that gave us some flexibility.
How well do you really know your competitors?
Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.
Thank you!
Your download email will arrive shortly
Not ready to buy yet? Download a free sample
We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form
By GlobalData“With the Smart Branches, we have the opportunity to introduce innovative technology into the physical space that helps customers with some of their more traditional banking needs.”
Furthermore, the bank design also allows for the employees to engage in more meaningful and proactive conversations. The employees have tablets and laptops, taking them out from behind restrictive desks to speak in a more relaxed environment.
In addition, BMO Smart branches cross-train its employees so that they have the skills and tools necessary to help customers across a range of areas.
KBC Hubs
Transforming the branches goes further than just the format. KBC decided to rewrite the language.
Instead of branches, KBC has hubs that concentrate on connectivity and personal interactions. The landscape of banking is changing dramatically. KBC believe in being constantly approachable. With that comes increased consumer demands.
How does it cope? KBC has been accelerating its brand awareness in recent years to attract new customers. Moreover, it understands that banks have to change, not the customer. Many people work unusual hours instead of the traditional 9 to 5.
To support this, the bank extended its availability. One of the 16 hubs is open seven days a week and the rest open on Saturdays.
KBC want customers to walk into one of the branches and feel at ease. It got rid of teller counters. The bank design was to be as transparent as possible, almost more of a café than a bank.
There is free Wi-Fi and mobile chargers to use. An employee at the welcome desk greets customers and coffee and tea is available while chatting with an advisor.
Oman Arab Bank (OAB)
Oman Arab Bank has completely transformed its bank design. Employing the help of UK design agency I-AM, the bank completely remodelled its branches.
Aiming to improve customer relationships, the move has led to a drop in customer waiting times. On average, customers waited up to eight minutes to be seen. Now that has been slashed to just three minutes.
The bank design is inspired by Oman’s land and cityscape, with the layered concept surrounding the distinctive cubic shapes of the traditional Omani built environment. The branches showcase an ever-changing skyline.
Expressing local culture, the new bank design is a celebration of the Omani culture.
Overall, the banking sector is continuing to move forward with branch transformation. Technology continues to fuel new products but the branches continue to connect with the customer.
