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Another great post by Brett.
I had the privilege of working for the HSBC Group (one of the worlds largest banks) for seven amazing years, leading the retail centre of excellence, which included how the c8500 retail branches looked and felt, including a dozen or so different formats
One of the expressions that always puzzled me when dealing with my colleagues both internally and externally at conferences etc was "The Branch of the future". It seemed to be an all encompassing expression that more often than not, meant
spending a lot of their banks money on a flashy new design, which in some cases looked suspiciously formulaic and remarkably like some other bank's branches but in their own banks brand colours or indeed adding some fabulous coffee shop implant or print your
own T shirt centre, OK so I made that last one up, but it wouldnt surprise me! This was often done without considering what the overall customer experience you were trying to create was or what the primary business objectives were.
Personally, my golden rule at HSBC was to invest time in getting the brief just right, I'd often spend a few months working on the brief, understanding what the business objectives were now and researching the market as to what they may well look like in
So when it comes to creating your own "Branch of the future" my advice is simple, research your brief thoroughly, your design agencies will thank you for it and will deliver something better aligned to your business's commercial requirements.
Focus on what the role of the branch is within the overall business and how it needs to remain relevant over the coming years, don't be dazzled by the design, be single minded about how you can ensure you future proof your branches in a changing omni-channel
world, not creating yet again another branch of the future with a T shirt printing centre!
CEO & Founder
14 Apr 2010
This post is from a series of posts in the group:
A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation.