Retail Banking

In the 1980's and 1990's, financial institutions focused on efficiency and cost-cutting, steering customers away from physical branches to ATM's, call centers, and online services. Today, branches are being seen in a new light. The physical branch is an integral component of banking sales strategy. They are a key channel for attracting new customers. With this renewed focus, financial institutions are rapidly building as many locations as possible, often in the same areas as their competitors.

Through our extensive user-centered design research process we learned that improving branch performance depends on meeting the needs of the financial institutions as well as those of the consumers.

Banking Findings (1.1 MB PDF)

Banking Branching Out (2.16 MB PDF)

Banking Research (2.8 MB PDF)