CONSIDERING TECHNOLOGY IMPLEMENTATION? DESIGN FOR IT!

The new financial branch models are embracing creative and new strategic approaches that can satisfy members and customers who are busier and more tech savvy than ever. As transactions continue to change within the facilities, branches are transforming from transactional focused to advisory based training and sales centers where the staff should be viewed as an educational financial resource. Although physical staff is available, today’s members and customers should be offered the option of new technology at every available touch point within the branch to maximize sales and operational efficiencies.

Consideration should be given to introducing new levels of technology within the branch networks, and should include such things as:

Virtual sales and cross channel integration, through integration of digital marketing centers and touch screen technology
“Tech Bars” or “Tech Centers”
Interactive Teller Machines or ITMs
Equipment upgrades, such as check scanners and cash recyclers

DIGITAL MARKETING & TOUCH SCREENS

With today’s electronic age and instant access to information, printed marketing collateral is outdated. From a branch design perspective, consider replacing print marketing materials and their displays with digital marketing to open up valuable branch real estate to other opportunities. Omitting the need for storage of printed materials creates even more space within the branch. This is especially useful in branches decreasing their footprint. Marketing information can be displayed on the screens that are intentionally designed into strategic locations within the branch, or located in waiting areas.

Author’s Own Project Photo

The content presented on the screens should be designed to not only focus on your products and services; but should also highlight your institutions mission and connections to the community. It is important to not subscribe to a service that could advertise for the larger national and regional competitors who constantly run their advertisement on the national networks.

TECH BARS OR TECH CENTERS

In most of the projects that we are working on, we are integrating what we at K4 call a “Tech Bar” or “Tech Center.” This is an open area within the branch with a hi-top counter that has either tablets, PC’s, or a touch screen. The branch staff can demonstrate, educate, and train the members or customers on the bank’s various digital channels. According to The Financial Brand, the top five most popular self-service technologies are as follows:

Customer/Member on-boarding
Product and service awareness
Education about a digital channel functionality
Video Chat Advice
Customer/Member Complaints

INTERACTIVE TELLER MACHINES

The concept of the Interactive Teller Machine (ITM) continues to gain momentum and should be a consideration for financial institutions because of the potential to reduce both personnel and operating costs, and more effective management of the unpredictable walk-in traffic.

Author’s Own Project Photo

From a design perspective, this approach should be handled very sensitively with an intense focus on providing service while preserving privacy. In other words, to implement any new technology, your branch staff needs to be very sensitive to the reluctance of the member or customer to try the new process and technology. The branch staff needs to be very well trained on the new technology and make themselves available immediately upon entering the facility, or even in the drive through lanes for a short time period after they are installed. Greeter stations or dialogue towers should be implemented and welcoming so that the members or customers knows where and who to go to. The staff can then educate and encourage people to use the new technology.

If your institution is considering the possibility of the ITMs, there are many other design considerations that must be taken into account. Visibility of the ITMs as one enters a branch facility is important, like seeing the teller counter and/or teller pods upon entrance.

Security is also of utmost importance. Therefore, sight lines and the physical surroundings of the devices need to be considered to assist with privacy of a members or customer’s account or personal information on the screen. Another security concern involves the actual conversation between the member/customer and the interactive teller, that can often be louder than a normal conversation. The surrounding materials around and near the device should be acoustically designed to absorb sound so that the conversations do not reverberate throughout the facility, and in some instances, we have introduced “white noise” in the areas where the ITM’s are located.

CHECK SCANNERS & CASH RECYCLERS

If you still prefer the traditional concept of a teller managed transaction, consider streamlining transactions with electronic technology that scans checks at the time of deposit rather than keying it in.

Also, the use of cash recyclers are another way to improve staff productivity and operational efficiency of a transaction at either the teller line or a pod. Rather than the frontline staff focusing on managing and counting the cash, they can engage with the member or customer and identify potential ways to cross-sell products.

Designing to integrate and implement the equipment is critical in both the teller line and pod.

Author’s Own Project Photo

It is important to know what equipment you will be using and to accommodate the appropriate space and clearances for using and servicing the equipment as well as the aesthetic concerns of the equipment from a customer perspective.

As the re-purposing of branches continues to evolve, it is important that financial institutions take advantage of every possible touch point and integrate the appropriate technology into their branches. Technology will never replace people, but if design and technology are complimentary and implemented correctly, they can make the branch visit an engaging and memorable experience.

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PANTONE COLOR OF THE YEAR 2024 IN CORPORATE OFFICE INTERIOR DESIGN

By Jeff Klump • 20 Dec, 2023

In the dynamic world of corporate office interiors, staying ahead of design trends is crucial to creating spaces that not only inspire productivity but also reflect the latest aesthetic sensibilities. As a firm specializing in corporate office design, K4 embraces Pantone's Color of the Year for 2024 - Peach Fuzz. This warm and inviting hue offers a fresh perspective on creating contemporary workspaces that balance sophistication and comfort and an opportunity to infuse sophistication, and a touch of modernity into the corporate design landscape. Peach Fuzz, a delicate and nuanced shade blending peach and blush, brings a sense of tranquility and optimism to any space. When incorporated into corporate office interiors, this color has the power to redefine the atmosphere, promoting a positive and collaborative environment. K4 is committed to enhancing the workplace experience, and we recognize the significance of color in influencing mood and productivity.

FACILITY DESIGN FOR RECRUITMENT AND RETENTION

By Jeff Klump • 07 Nov, 2023

In the dynamic landscape of community banking, where the strength of relationships is paramount, the role of design extends beyond aesthetics—it becomes a strategic catalyst for talent acquisition and retention. In an era where attracting and retaining top talent is pivotal for organizational success, the significance of an intentionally designed workspace cannot be overstated. In this article, we delve into how strategic design decisions can not only enhance the physical environment but also foster a culture of engagement, innovation, and long-term commitment among employees, contributing to relationship building and the overall prosperity of community banks. Join K4 on this journey through the intersection of design and community banking, where the blueprint for success lies in the spaces we create for those who make our banks the heart of the community.

THE JOURNEY TO BRAND CONSISTENCY: PART II UNIFYING PHYSICAL & DIGITAL MARKETING ASSETS IN THE BANKING INDUSTRY

By Nicole DeRogatis • 07 Nov, 2023

In the previously published Journey to Brand Consistency: Part I, K4 addressed Facilities, Marketing & People as the three pieces that comprise the Financial Success Puzzle for community banks. This article examines one level deeper in unifying physical and digital marketing assets within the Financial Success Puzzle, and the importance of creating a harmonious and powerful brand identity across all platforms. In the fast-paced and ever-evolving community banking industry, maintaining a strong and recognizable brand presence is vital for success. As a full-service design and branding firm working closely with community banks, we have witnessed the transformative power of consistent marketing assets in bridging the gap between the physical and digital realms. By solidifying the customer experience across all touchpoints, banking institutions can establish a stronger emotional connection with their customers and create a lasting impact on their success. Investing in brand consistency is not only a strategic move but also a reflection of a bank's commitment to their own stability and future growth.

THE JOURNEY TO BRAND CONSISTENCY: HOW FACILITIES, MARKETING & PEOPLE CREATE THE FINANCIAL SUCCESS PUZZLE

By Jeff Klump • 07 Nov, 2023

Now more than ever, brand consistency is of utmost importance to financial institutions. Creating brand consistency goes a long way in building brand trust, increasing customer/employee/community loyalty, and impacting your bottom line. Why is there so much brand inconsistency in the community banking landscape? Because being brand consistent requires change and commitment, and it can be tedious and expensive. Taking the first step is often overwhelming. Where do you start? What do you update first? These are excellent questions, but there are other important questions to consider. What is the cost of NOT getting brand consistent or what is the cost or potential loss of creating brand confusion? Inconsistencies are costing your bank time and money. Not practicing brand consistency will cost you significant consequences to customer experience, brand reputation, and overall loss of trust – all of which can impact your bottom line. Conflicting brand usage accounts for a damage to brand credibility, making it harder to compete in the market. As K4 gets ready to hit the road in 2023, presenting at various community banking conferences on this topic, we thought it was important to preamble this timely subject of the Financial Success Puzzle. At K4, we define the Financial Success Puzzle as a 3-piece formula to creating and maintaining brand consistency for community banks. This formula is simply the act of connecting people to place and connecting brand identity to place. Many retailers have capitalized on this concept for years. Your branch facilities, marketing & people MUST work together to create stability and not only that…they must be triplets, not just siblings. They can’t just resemble one another; they need to be nearly identical in their delivery.

MAKING ROOM FOR THE COMMUNITY

By Jeff Klump • 08 Dec, 2022

For decades, small town business districts across America have featured a strong physical presence from a local bank perspective. Near the courthouse or city hall, these buildings are often identified by their traditional columns and prominent facades of brick or stone. Not only do these structures help establish the fabric of the streetscape; they often contribute to defining the social framework of the residing individuals and neighborhoods, supporting the hopes and dreams of generations. Community banks need to continue to reinforce their presence and values to those individuals and businesses in the geographic areas they serve. Making your bank’s physical appearance memorable, builds brand awareness and offers an opportunity to reinforce the benefits of banking locally which includes working with trusted friends and neighbors. Many community banks are exploring ways to create community space by revitalizing main offices and branch experiences while positioning themselves as a valuable and integral local resource.

SAME RETAIL BRANCH, DIFFERENT CUP OF JOE? THINK AGAIN!

By Jeff Klump • 07 Nov, 2022

Let’s first explore how the definition of the coffee shop has evolved…from simply being a beverage offered at a restaurant to an actual stand-alone destination, service and experience that provides and encourages co-working space, meeting opportunities, and community gathering.