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Home » Retail Banking 2020 » Digital Branch Design

Digital Branch Design

Author: Lafferty Research Services

Publishing date: January 2018

Digital Branch Design: Presence, openness and intimacy

The future of the branch network is one of the biggest strategic questions facing traditional banks today. Digital disruption, challenger banks and the drive to cashless payments have changed the retail banking landscape, with branches in decline across the West. Yet at the same time some traditional banks are starting to see the benefits of their branches both as brand ambassadors and as extensions of their digital networks.

Digital Branch Design covers three main themes that, in effect, address three questions:

  • Do branches have a brand new role to play in banking?
  • How can banks adapt their branches to stay relevant to their customers?
  • What is the new relationship between digital technology and branch design?

Digital Branch Design features more than 25 case studies and explains how retail banks are reinventing the branch for the digital age.

Table of Contents

Executive summary
1 Introduction: the bank branch paradox
2 How is the branch network adapting?
3 The branch in/of the community
4 The role of branch staff
5 Technologies in the branch

Case studies:

  • ADCB
  • An Post
  • Bank of America
  • Bank of Ireland
  • Bank of the James
  • Bankwest
  • Banorte
  • Bank of China
  • Bank Tabungan Pensiunan Nasional
  • Capitec
  • Deer Valley Credit Union
  • Emirates NBD
  • Evergreen Bank
  • Idea Bank
  • IDFC
  • Island Savings
  • Íslandsbanki
  • Metro Bank
  • Nedbank
  • New India Bank
  • Newtown Savings Bank
  • People's Choice Credit Union
  • Pinnacle
  • Volksbank
  • Westpac

7 Conclusion
8 Trends and recommendations

Appendices

  • Appendix I: Data
  • Global metrics
  • Branch penetration
  • Number of branches per region
  • Number of ATMs per region
  • ATM penetration
  • Appendix II: Featured designers

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