Digital self service means the branch of tomorrow will have a far leaner staff footprint. Some branches may have no staff at all while many will have significantly less. All thanks to digital technologies handing patrons unheralded service autonomy. Branch staff that are on-hand will assume more of a coaching role, educating patrons on how they can migrate easily and effectively to digital self service. Customer ease is the name of the game alongside convenience and autonomy.

Digital self service redefines branch staffing

Branch staffing looks increasingly different as the age of self service gathers steam. Yes there will likely be a smaller staff headcount in branch. Yet it is less about staff reduction and more about staff redeployment. Staff will move into broader roles coaching patrons in the use of digital technologies in-branch, via video chats and other online channels.

Branch design is set to evolve in direct reflection to staffing changes. Modern branches will have a clearly delineated self service zone offering:

• ATMs
• IVRs
• Self-service kiosks
• And more

Alongside self-service zones, branches of tomorrow will be largely teller-free and desk-free. Instead, branch staff will be mostly on their feet in education, advisory and coaching precincts to encourage customer adoption of digital technologies.

BankWest flies digital self service flag

Adjusting to digital self service requires both innovation and strategy on the part of banks. Help is at hand in the form of transformation specialists, Design Clarity. This visionary team has supported several forward-thinking banks in getting primed and poised for the age of digital. BankWest is one such bank. Intuitive in-branch navigation is achieved through clearly delineated zones and directional traffic-style markings. There’s a self-service fast-track zone nestled immediately within the entry bay, offering regular customers ease of both access and service.

Speak to Design Clarity about priming your bank. Or check out some of their other recent projects in the financial services space, including:

• Police Bank, Sydney
• People’s Choice Credit Union
• NRMA

Future banking models are driven by digital making in-branch experiences a brave new world. Enter the ‘smart branch’ that leverages technology to knock customer interaction and convenience out of the ball park. Far from seeing the demise of the branch, future banking models fuse digital capabilities with a reimagined branch that runs smarter, leaner and with greater synergy than ever before.

The face of future banking models

So just what does a smart branch look like? Effectively future banking models seek to achieve a seamless customer experience across all touchpoints. That means a banking patron enjoys the same consistent compelling service whether they interact with their bank in-branch, online or via an app. Combining digital technologies with in-branch capabilities, future banking models give patrons 24/7 access and satisfaction in getting their needs met by their bank – and design is a pivotal ingredient in making this all happen.

Future banking models are primarily self-service driven but with oodles of personalised support and advice. Walk into a smart branch and you will immediately notice a sleek streamlined design where customers are instantly and intuitively guided to where they need to go for their specific requirements. Most smart branches will have the following three precincts in common:

• 24/7 self-service zone right at the branch entrance
• Standing desk zone where bank staff are on their feet ready to lend targeted personalised support and sales. No long sit-downs here, just swift efficient solutions
• Priority zone for premium advisory services required by customers and businesses

Future banking models in play today

Design Clarity specialise in integrating smart branch design in progressively minded banks. Already, several banks have worked with Design Clarity to set the pace in future banking models while significantly enriching their customer experience offer.

People’s Choice Credit Union (PCCU) boasts visual segmentation of the branch space into three zones. Visit PCCU and you will clearly observe a personal, communal and ‘social strip’ as the core of the design. There are cushy booths for semi-private meetings, easily accessible teller and foreign exchange desks and much more.

Meanwhile Police Bank in Sydney has a smaller footprint but is packed with diverse service zones, digital support and a leaner more responsive team.

Want to infuse your bank with the dynamic energy, personalisation and smart seamlessness of future banking models? Speak with Design Clarity today.

Modern bank patrons demand the best of both worlds: seamless digital access and convenience poised with exceptional personal customer service. So today, banks must have their retail branches and digital offerings working in powerful alignment in order to retain customers. Only when these two juxtaposing yet complimentary factors are performing in powerful unison, can retail banking brilliance be achieved. This can present challenges in the digital space yet fortunately expert help is at hand with Design Clarity. Here we outline three challenges and explain how we can help your retail bank overcome these.

1. Synchronising the customer experience
   By its very nature, retail banking is a multi-disciplinary service. Perhaps you have heard the term ‘omnichannel’ or you may even have a solid understanding of what the omnichannel approach is. Essentially, modern customers are more informed and engaged than ever before. That means banks must deliver seamless superior customer experiences across all channels including digital, online and physical branch where in-person interaction with banking staff takes place. Plus this seamless solution must cater to customer expectation of personalisation, security and ease of access. Now this synchronising of the customer experience across multiple channels may sound like a tall order. But Design Clarity are the retail banking experts that can support you with the UX/UI and interior design to bring cutting-edge cohesion to all customer touchpoints of your retail banking establishment.
2. Extracting extra value
   Nobody likes to feel as though they have been reduced to being a mere number. This is no less true in the retail banking space. In the big wide business world, a variety of industries are undergoing digital transformation that is triggering customer expectation of personalised products, services and experiences. In the retail banking space, this opens a window for banks to glean additional value by providing a personalised digital experience alongside individualised in-branch service.
3. Keep pace with the challenger brands
   The face of retail banking has been changing fast courtesy of many fresh digital-savvy, agile challenger brands that have entered the industry. Certainly these challenger brands may be smaller than traditional lenders like the Big 4 banks. Yet they are digital ground-breakers that have triggered a major reinvention of the bank branch experience across the whole retail banking industry. So what does that mean for your bank? Now is the hour to evolve legacy systems, processes and culture to keep pace or outpace the swift-footed financial start-ups who are wooing consumers with innovative personalisation, flexibility and creative design.

Want to run at the forefront of the retail banking industry? Speak with Design Clarity today.

Bank branch design is a force that is experiencing rapid breakthroughs. So it is a great honour for Design Clarity to have been mentioned in a recent article by thefinancialbrand.com outlining 14 breakthrough branch designs. It was Design Clarity’s bank branch design prowess on the Bankwest Perth flagship project that drew the accolades from thefinancialbrand.com . The Bankwest Perth flagship was mentioned alongside bank branch design innovations demonstrated by the likes of:

• Umpqua Bank that offers touches likes a full tea and coffee bar, small library and free community conference rooms
• Virgin Money – Haymarket Lounge which celebrates Virgin’s rich aviation history by modelling its lower floor to replicate an airliner. Real airliner seats, overhead lockers and guided floor lighting are all part of the revolutionary bank branch design

What makes Bankwest Flagship fantastic?

Fun, innovation and a multi-disciplinary approach to customer service are all ingredients to the overall Bankwest Flagship bank branch design delivered by Design Clarity. Interior design in this project channels pedestrian intersections to guide and speed customers on their individual journeys. Striped floor markings provide direction while vertical signage pylons serve as speed bumps. Customers looking for zippy service are catered too with a self-service fast-track zone. When more detailed face-to-face consultations are required, a suite of glazed private meeting spaces oblige. There is also a digital ‘Browse Bar’, free seminar zone and a freeform Expert Bar for informative in-person advice.

In delivering the Bankwest Flagship branch, Design Clarity set out to infuse the space with revolutionary bank branch design. It is pleasing that thefinancialbrand.com considers that this expert team achieved just that.

Get bank branch design brilliance on your side

Bank branch design sets the pace in delivering superior customer experience. Since customer experience is both touted and proven to be one of the defining factors in customer loyalty, it is certainly worth considering what this force can do for you. If you are considering what bank branch brilliance can do for you, speak to the specialists. Speak to Design Clarity.

Big banks used to hold a monopoly. Now there are a variety of challenger brands in the game and the stakes are higher for all lending institutions when it comes to retaining loyal customers. So just why do consumers switch banks? Here we look at what drives banking consumers to jump ship and how can retail bank design help you avoid losing valued customers to competitors.

Customer service is key

What would you tip as the main culprit for customers switching banks? If you named high fees it is time to rethink. Good old fashioned customer experience tops the list of reasons customers may leave your bank in search of a different finance provider.

Digital banking channels are highly valued by consumers for ease and convenience. But banking clients still want to visit their branch for many reasons and when they get there, they expect a premium personalised emotional experience. Banking customers still want to be able to head to a branch and have face to face conversation with banking staff. They want a seamless service where their needs are met with precision instead of being bounced between numerous staff. They want a smart yet inviting atmosphere where digital technology enhances service, key service zones are easy to spot, wait times are minimal and staff are informative. Strategic Retail bank design delivers service that matches exacting consumer standards.

Improving the in-branch customer experience

So what will it take to make customers enjoy going to the bank?

• Digital and self-service convenience. Banks need to employ a range of technology solutions to provide full service at any time through tablets, video services, next generation ATMs/self-service and more.
• Foster community relationships as an ongoing priority.
• Have some sort of differentiation or distinctive assets – branches that stand out. Especially an appealing front of house. This will have a lot to do with design.
• Share a story, be personable. Flow this through all marketing and media.

What does all this mean for banks?
Retaining customer loyalty demands that modern banks must deliver superlative customer service at every touchpoint, both digital and in-branch. The better your customer experience, the more loyal your customer. Design Clarity are the experts in wielding retail bank design to drive customer loyalty through a superior in-branch experience. This specialist team integrates digital touchscreens, staff who are focussed on greeting customers, open spaces and much more. When retail bank design comes together as a cohesive equation, the results are powerful and customer loyalty hits new highs.

Want to see Design Clarity retail bank design in action? Take a look at:

• People’s Choice Credit Union
• Bankwest Head Office branch Perth
• Westpac Head Office branch Melbourne

Is your lending institution on board with bank branch engagement? If not, you are missing valuable customer engagement opportunities. If so, now is the perfect opportunity to make sure your bank branch engagement strategies are hitting peak performance. Here are four reasons why:

1.Conversation is key


Digital technology has taken customer convenience to exciting new heights. Shuffling money around between accounts or checking account balances has never been easier. But when it comes to talking over complex lending or substantive service requirements, nothing beats a good old fashioned conversation. An online chatbot or even a phone call does not replace face-to-face contact. Modern consumers may be making the most of swift easy digital interactions but they absolutely do not want to lose the personal touch with their bank. So exclusive in-person conversations at the branch is a vital aspect of bank branch engagement.

2. Wealth management advice is best delivered in person


Investors will always need to engage closely with their bank. Again, while digitisation has transformed bank patrons’ expectations, investment is a highly personal and complex subject. Investors link their lifestyle, financial security and retirement to their investment portfolio so they take investment advice seriously. Bank branch engagement requires lenders to recognise that investors still prefer in-person interactions at their branch when it comes to investment advice.

3. Financial goals tailored face to face


How well does your lending institution understand the individual needs of its customers? Customer experience underpins leading bank branch engagement so lenders who offer differentiated offerings and superior quality service are bound to be top performers. Compelling insightful customer interactions are pure gold when it comes to building loyalty and connecting customers with additional financial services that match their individual needs. There is no substitute for face-to-face interactions with your customers to understand their needs and tailor financial services to fit.

4. New accounts and cards


Most bank patrons favour digital channels to check and manage their accounts. In fact, the new trend is 100% digital on-boarding as part of the branch transformation strategy in many banks.

So what does all this tell us? Clearly today’s bank patrons want the best of both worlds: seamless digital convenience together with the security and personalisation of face-to-face in-branch interaction. Successful bank branch engagement must recognise this and ensure that exclusive in-person interaction remains a fundamental part of the service mix. Here is where design is so important. Customers will bring a variety of needs to the branch like swift money exchange and deposit, opening new accounts or cards and seeking comprehensive investment advice. Bank branches must be designed in order to provide swift and seamless satisfaction of all these requirements. Design Clarity has an impressive portfolio of financial services design to support premium branch engagement. Projects include:

• People’s Choice Credit Union
• Bankwest Head Office branch Perth
• Westpac Head Office branch Melbourne

Three tips to brand creation brilliance

As a fledgling business, brand creation is pivotal groundwork. The modern branding landscape is less about the brand itself and more about how consumers relate to the brand. For today’s consumer, it is a matter of “all about me” rather than “all about the brand”.  So trust is built on the individual association a consumer has with your brand rather than the credentials of your brand itself. In an earlier DC Insights article, we discussed the importance of being real in your brand strategy. Building on that, we discuss here the crucial process of brand creation to build trust and get your customers caring about your brand. Here are three key tips to strong brand creation:

1. Speak in a real voice
Dialogue with your consumers is key to building trust. It is important to interweave the human element into your brand creation process. Remember that your consumers are people. People love to interact with other people. Tailoring your business communications in a real conversational, engaging voice will definitely help you build trust and connection between your brand and consumers.

2. Seek and act on feedback

Feeling heard is a powerful experience. One that takes great strides in showing consumers how much you value and respond to what they want. For the me-focussed consumer, being asked for their opinion speaks volumes about your brand creation is built around their individual proclivities, lifestyle and choices. So proactively seek feedback at brand creation stage and well beyond.

Gathering customer feedback doesn’t have to be complicated. Even just a quick survey or online review request is enough to get you insightful feedback from consumers who are interacting with your brand and product. Don’t forget that many prospective customers scour online reviews of your brand and business to decide whether to choose your product or company. Feedback really can pay dividends in both your brand and ongoing business growth.

3. Service your customers to the maximum

Open, transparent and honest service is the way to your customers’ heart. When you want your brand creation process to lead to enhanced customer trust, be sure to pay lots of attention to your service. Thrill your customers with responsive up-front service that always delivers on your promise. Don’t forget to reward your customers every now and again too.

Perhaps you would like some leading specialist support in your brand creation process? Speak to the experts at Design Clarity or take a look at their recent brand creation projects like:

• Power of Health, London
• Nail Spa, London

Consumers love a good story. That’s why your brand story is the bridge that connects you to your consumers. Building your brand strategy on strong storytelling is not a new concept. After all, storytelling stirs up thoughts and feelings in your consumers that forge a closer connection with your brand and greater loyalty. All of which is bread and butter to any insightful brand strategy of course. But storytelling does not mean weaving a fairy tale. Instead, it is important to be real in your brand story. Authenticity speaks volumes to consumers, particularly Millennials. In our earlier story titled What’s driving change in the future of retail?, we discussed how consumers are accessing far greater retail intelligence. An authentic brand story is an important aspect of retail intelligence that can really swing consumers your way and keep them craving what you offer. Here we explore the importance of making an honest brand story a foundation stone of your brand strategy.

Don’t fake your brand DNA

Fake is out. Millennials particularly will call out disingenuous stories, advertising and promises but the same is increasingly true of other consumer generations. Modern brand strategy is not about being a hero. Rather, it is about getting right down to grass roots as to who you really are as a business and sharing this honestly with your consumers. It can be tempting to exaggerate, drop in buzz words or divert from your mission and values in favour of more glamorous messages. For the sake of your brand strategy, don’t. Real people, real experiences, real emotions and real facts: these are the currency of a brand story that truly resonates.

Unpack your brand DNA

Your brand DNA is made up of many components like your business:

• History
• Audience
• Promise
• Culture
• Goals
• Unique experiences

You can use all these aspects to craft an authentic brand story. Be sure to include your customers in your story. When they choose your business or product, your customer is engaging in your brand story. You can harness their involvement as part of your brand strategy by gathering testimonials and inviting customers to share their experiences with your brand via social media.

Authentic brand stories build trust and connection with your consumers. These are goals that every brand strategy wants to kick. Design Clarity has extensive brand strategy expertise. We have taken many prominent clients, like Power of Health in London, on the brand strategy journey from concept to roll-out.

Where have the days of customer loyalty gone? Our mobile lives have certainly changed the face of ‘old school’ consumerism where customers stay loyal to brands that have earned their trust. Customers are spoilt for choice and speed of satisfaction, now more than ever before. That means modern consumers ‘brand hop’ to whichever business, service or product can give them the best outcome in the shortest possible time. In a previous DC Insights article, we spotlighted Gen Z and how brand loyalty is a rather faint concept for them. In this DC Insights instalment, we look at what this mobile age of choice-spoilt customers means in terms of keeping your brand at the forefront of customers’ minds.

Don’t care how, I want it now

Veruca Salt of Roald Dahl’s Charlie and the Chocolate Factory flew the flag for modern consumers when she sang “don’t care how, I want it now”. Today’s consumer does not want to wait for their orders or their concerns/feedback to be actioned. Just take Amazon as an example. If you are using Amazon and come across a glitch, you can have a real-time chat with a service rep online immediately. Prefer to speak to someone directly on the phone? Simply provide your mobile number and you will receive a call from an Amazon rep, usually within minutes. Now certainly this up-to-the-minute service trouble-shooting means a consumer can get their issue solved asap. But beyond this, instant dialogue with a real person representing the business goes a long way to building consumer trust towards the brand. Moral of the story: look to deliver responsive personal service in the now and keep in touch with your customers on a continual basis.

NRMA works the now

Service and satisfaction in the now is one of the biggest modern consumer demands. Design Clarity helps businesses respond to this through progressive design and strategic solutions. One shining example is NRMA Insurance hub in Sydney. NRMA Insurance has a diverse client base and as such, must juggle a wide range of client needs and demographics. The focus of the NRMA Insurance hub project was to bring the business closer to its communities. Design Clarity was tasked with crafting a super-flexible fitout that allowed a single space to satisfy a range of different uses and different interactions with customers. There are a range of different service opportunities for customer connection in multiple zones including:

• Immersive virtual reality customer experience
• Private meeting and consultation area
• Assisted consultation precinct
• Self-service area
• Education zone
• Community giveback
• Meet and greet precinct

Take a closer look at the impressive NRMA Insurance Hub by visiting our Design Clarity portfolio showcase of this project. Or speak with us directly.

Shake off the static. Agile retail breathes the exciting winds of change into both your physical and online space to keep consumers captivated. The retail world is constantly evolving. It’s all about keeping pace with this movement and remaining dynamically relevant for the long haul. In a previous DC Insights instalment, we looked at Gen Z and how this new breed of shopper leads with shopping expectations that push the envelope beyond anything we have previously seen. In this DC Insights article, we shine the spotlight on how agile retail is key to your future success.

What does agile retail look like?

True to its name, agile retail is your business ability to constantly learn and adapt swiftly to meet new and emerging consumer demands. That means continually gleaning real-time feedback and information to incorporate on the spot. Current retail process is often sluggish, keeping customer showcases and experiences static for long periods of time. This squeezes out innovation, makes it harder to capitalise on opportunity and generally slows the roll of modern retailers. Agile retail turns all that on its head.

Why agile retail is your ace for the future

As we covered in our DC Insights titled Captivate Gen Z shoppers with new generation marketing, Gen Z is ushering rapid change into the retail sector. Agile retail holds the answer. Here are a few ideas as to how you can bring it into your business:

• Go bolder and bigger when it comes to ideation. Keep dialogue open and flowing across all different areas and teams within your business
• Test your innovations fast through real-time online consumer feedback then implement incremental improvements accordingly
• Hit the kill switch on poorly performing projects but don’t forget to take out the gold lying in a review of what worked and what didn’t
• Creating flexible formats and spaces that are easily changed due to the change and demand of customers

Would you like to learn more about what agile retail can bring to your business? Speak with us today.