In the world of banking, as in the rest of the globalised world, digitalisation has ceased to be a trend and has become part of our daily lives.
From this point of view and with this reality in which we live, banks, like other businesses, are faced with the challenge of continuing to modernise their tools and resources without forgetting the most important element: the customer.
Within this dichotomy between digital and personal, we are going to analyse how to face the challenges posed by all the current trends, and what they all are.
Challenges and trends in the design of bank branches and banking in general
Although a priori it may seem that the hours of face-to-face branches are numbered, nothing could be further from the truth. There is still a large percentage of customers who prefer to go to their branch to carry out day-to-day business in the presence of professionals.
Technology integration
As we say, the use of technology is not so much a luxury as a necessity, a response to today’s demand. It is true that we are still dependent on human interaction, but to ignore development would be a serious mistake.
The hybrid environment where technology is integrated with the presence of workers is the option that has become more prevalent over time. The percentage of technology and people varies depending on the area where the bank offices are located.
Devices such as tablets and screens are now commonplace in bank branches. As we have said, the level of involvement of technology varies depending on the population centre where the branch is located, ranging from devices that offer specific services or products for information purposes to terminals ready to operate and carry out transactions in real time.
Although the ultimate goal is not to implement technology just for the sake of it, but to find the place that the bank branch will occupy in an increasingly digital world, to find its true purpose in order to make the most of its potential so that all customer profiles can benefit from it.
Offices and branches as user experiences
In the same way that customer behaviour patterns are studied on websites, the physical location has become a place to make a difference and meet customer needs.
In a constant search for differentiating factors, the fact of having a bank branch where you can offer from the simplest personal service to the most complex management through digital media, means that the needs of a wide range of customers are covered.
The personal service, the proximity, the facilities that are designed with everyone in mind, is a clear statement of intent. It is a clear sign that the bank offers advantages and solutions for everyone, thus turning the physical branch into a study in itself that will shed light on the behaviour, habits and customs of your customers.
Large spaces vs. small spaces
A clear trend this year is to mix large spaces with smaller corners. It is the same strategy that leads us to combine service and attention in person with the possibility of doing business digitally.
In this case we can find large spaces dedicated to waiting, chatting with employees in a relaxed way and the use of electronic devices with cubicles where transactions are carried out, either with a screen or someone from the staff.
This contrast in size is also used in the branch itself. In other words, there is a growing trend to increase the number of smaller offices rather than a single large office in a strategic location. This creates a feeling of closeness, because the customer feels that wherever he goes, he can count on the advice of his bank’s employees at all times. They will feel protected and secure.
Sustainability
An environmentally active mindset is no longer optional, but an immovable stance within the collective consciousness, and the business world is no stranger to this.
The pursuit of energy efficiency and greener activity is valued very positively by customers. In other words, they are not only looking for less impact on nature, but also for an image of respect and awareness.
From a commercial point of view, when potential customers have to choose between companies with similar characteristics, they will always choose the one that has among its values the reduction of its carbon footprint.
For this reason, from both a commercial and environmental point of view, sustainability in the creation of a bank branch or office is one of the fundamental pillars.
AI integration
The real challenge of implementing technology is not in doing it or not, but in doing it correctly. And doing it in an optimal way involves the use of Artificial Intelligence and Augmented Reality.
Artificial Intelligence and Augmented Reality tools will make the services provided to customers completely personalised. Although the product may be common, the way it is offered and presented will be appropriate for each customer.
Frequently asked questions
Why choose Ouxion as your office or bank branch refurbishment specialist?
Frequently asked questions
Ouxion is an integral reform company with extensive experience in the sector. More than twenty years of experience position us as a reference in the world of integral reforms.
All our knowledge and know-how makes us the best option when it comes to implementing current market trends and facing the challenges that may arise when undertaking an undertaking of this magnitude. Why choose Ouxion as a specialist in the refurbishment of an office or bank branch?
Is personalisation important in the design of a bank branch?
It is true that in the world of banking, having a global and joint image is very important, so that, wherever you go to any branch in the world, you feel that you are going to a well-known and trusted place.
However, this does not mean that there are no small changes that make your premises the place of choice for hundreds of customers, attracted by those small details that make your branch stand out from the rest.
And in this aspect, at Ouxion we are leaders thanks to a large number of works in different sectors that make us have a wide experience when it comes to being at the forefront of trends and in the resolution of unforeseen events.
