Highly-functional, multi-purpose, user-friendly. These are some of the phrases that describe the key elements of modern banking. It’s important to consider these characteristics — not only from a functional perspective and how they will help you meet customers’ needs — but also through the lens of your brand, your story, your culture. Financial institutions that successfully bring these trends to life, in ways that are expressly aligned with their personality and reputation, are more apt to provide an exceptional customer experience.
What is the Modern Banking Experience?
Today’s bank customers expect a different experience than the traditional lobby and teller line. Bank buildings in the past were built to accommodate an array of single transactions and full lending services. Customers desired “in-and-out” access and service for deposits and withdrawals. When it comes to loans, refinancing and other lending services, they want a comfortable, private space where they can take their time.
With many banking services available online, banks must contemplate unique ways to engage with customers that keep them coming back. Let’s take a look at some of the ways modern banks are interpreting highly-functional, multi-purpose and user-friendly.
Highly-Functional: Effective, Efficient, Time-Saving.
Instead of a teller line, teller pods are a modern, freestanding-style customer service stations where tellers and customer service reps can perform a range of functions for the customer. Without the teller lines, the pods can be easily updated in a remodel and can transform the look and feel of the bank.
Multi-Purpose: One-Stop-Shop, Engaging, Functional.
Ideas in this category can make banks interesting and fun places to visit. Many banks are introducing multiple services to appeal to customers’ desires. Today, banks are offering coffee shops, restaurants and VIP lounges with comfy seating (massage chairs). There’s a pampering feel to some of these offerings, suggesting an exclusive, “members' only” type of experience.
Looking for a place to host your next book club or board meeting? Your local bank may be an option. Some banks offer meeting rooms to rent, complete with digital screens, wifi and speaker systems, ideal for group meetings, private or virtual interviews and more.
Love to catch up on the latest news and information while waiting for a meeting at a bank or credit union? Interactive walls or massive touch screens allow customers to view industry news and events, stock market information and more while they wait to be served.
User-Friendly: Accessible, Easy, Approachable.
No amount of modernization will serve bank customers well if the experience isn’t friendly and easy. One way to gauge what’s right for your bank’s clientele is through interactive labs, where designers and bank employees can test new ideas on employees and consumers. Labs are often futuristic, full of toys and gadgets designed to generate curiosity and most importantly, valuable feedback on tools and services that may be added in the future.
Some banks are even transitioning personal banking services to concierge services aimed to provide information on the latest bank offerings, but also recommendations and reviews for local restaurants, hotels, parks and more. Can you imagine?
Your Bank, Your Way
In order for banks to maintain their position as a positive resource in the communities they serve, it’s important to continuously evolve and innovate products, services and experiences. Which of these modern banking trends is right for your financial institution? At HTG Architects, we’ll help you explore, innovate and execute the next best version of your financial institution.
With years of experience and industry knowledge, we’ll bring ideas and information about the latest best practices and trends. We will confidently guide you through every step of the process, and we will ensure that your financial institution reflects your brand, your story, your culture.
