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Designing a Branch for Multigenerational Appeal

By Jared Monce, AIA

September 5, 2024
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In today’s rapidly evolving financial landscape, designing a branch that appeals to multiple generations is more crucial than ever.

From Millennials and Gen Z to Baby Boomers and beyond, each generation brings unique expectations and preferences. How can banks and credit unions design branches that cater to all, ensuring both younger members are drawn in and older generations feel welcome?
First Federal Bank Van Wert Lobby
First Federal Bank Van Wert Lobby

Integrating Technology

The Role of ITMs and Digital Solutions

Interactive Teller Machines (ITMs) and other digital solutions are revolutionizing the banking experience. For younger customers accustomed to digital interfaces, these technologies offer a familiar and convenient way to manage their finances. ITMs extend the branch’s capabilities by offering services beyond traditional hours, providing 24/7 access.

Older customers, too, can benefit from these advancements. By incorporating user-friendly designs and offering on-site assistance, financial institutions can ensure that all customers, regardless of their tech-savviness, can take advantage of modern banking conveniences.

Digital Signage and Tablets

Digital signage and tablets within the branch can serve various purposes, from displaying informative content to guiding customers through complex transactions. These tools can be particularly appealing to tech-savvy customers while providing a modern, efficient feel to the branch environment.

Thoughtful Teller Pod Designs

Flexible and Inviting Spaces

Teller pods are becoming an increasingly popular alternative to traditional teller lines. These pods offer a more personalized and engaging experience, making interactions feel less transactional and more conversational. For younger customers, this represents a shift towards a more relational banking experience, which is often valued.

At the same time, older customers appreciate the personal touch and the ability to interact face-to-face with branch staff. Designing teller pods that are flexible and inviting can bridge the gap between generations, promoting a welcoming atmosphere for all.

Privacy Considerations

Privacy is a significant concern for many customers, especially during financial transactions. Teller pods can be designed to offer both openness and a sense of discretion, ensuring that customers feel secure when discussing sensitive information.
Pioneer Credit Union Morgantown Branch Lobby Teller Pods
Pioneer Credit Union Morgantown Branch Lobby Teller Pods

Sustainable Building Materials and Corporate Social Responsibility (CSR)

Eco-Friendly Designs

Sustainability has become a key consideration in modern business practices, and financial institutions are no exception. Using eco-friendly building materials and designs not only reduces the environmental impact but also resonates with environmentally conscious customers, particularly Millennials and Gen Z.

CSR Initiatives

Being transparent about the bank’s CSR initiatives can foster trust and loyalty among all generations. Highlighting efforts to reduce carbon footprints, engage in community projects, and support local causes can make the branch feel like a positive force in the community.

Creating a Community Feel

Multi-Use Spaces

Designing branches with multi-use spaces can enhance the community feel. Areas that can host financial literacy workshops, community meetings, or local events can attract a diverse range of customers. These spaces can serve as hubs for community engagement, providing value beyond traditional banking services.
SAFE Federal Credit Union Community Hub
SAFE Federal Credit Union Community Hub

Designing a branch that appeals to multiple generations is a complex but rewarding challenge for financial institutions. By integrating advanced technology, thoughtful teller pod designs, sustainable practices, and community-focused spaces, banks and credit unions can create environments that attract and retain customers of all ages.

Is your branch ready to redesign or upgrade your facilities to ensure a welcoming, efficient, and engaging experience for everyone? Check out our Financial market portfolio for some branch design inspiration.
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