Reilly Designs\'s approach to creating the customer experience in financial retail services.

1. CREATING THE CUSTOMER EXPERIENCE
Our Approach

2. Inspired Customer Experiences
•we utilize the right blend of architectural
and interior design with graphics and
technology to convey the branding and
positioning of financial institutions.
•we provide compelling spaces that sell
for institutions striving to accommodate a
chosen demographic.
•we help institutions leverage the retail
branch to engage the customer on a
more personal level.

3. Financial Retail Design
•environmental brand
translation
•protomodel concepts
•branch design
•interior design
•customer experiences
•retrofit concepts
•signature elements
•millwork design
•fixture / retail element
design

4. Great Environments
•should create a deeper, richer experience for your customer and
employees by creating memorable and tangible experiences
•must clearly
communicate
tangible features
and intangible
benefits that will
attract customers’
attention and draw
them into interaction

5. Your Brand
brand
total experience gained from the behavior
and relationship someone has with your
institution, its products and its services

6. Brand Environments
there are two sides to every brand
• the part you create
• the part that is kept in the mind of the consumer
Since your brand really is the promise you make to your customers, shouldn’t
your environment reinforce that promise with a great customer experience?

7. Point of View
“Personalized service, convenience, and ease
of use are key factors that customers consider
when selecting a financial insitution.”
“For the majority of customers, branches still
constitue the preferred channel for opening
an account.”
Pricewaterhouse Coopers LLP 9/09

8. Today’s Customers
Customers are now adopting alternative delivery
channels
29% cite ATMs/kiosks as 1st or 2nd channel of choice.
11% cite online banking as their preferred channel
PwC Advisory

9. Today’s Branch
evolution of the branch
•redefine role of the branch
•examine services provided in the branch
•re-visit the square footage and staff counts required to provide an optimal brand
experience
•provide spaces for higher return products - wealth management, insurance, financial
planning services
•individual branches within a network need to cater to specific audience and their
individual needs
PwC Advisory

10. Today’s Branch
features
•designed to deliver privacy, safety, and sense of security across all interactions
•digital marketing and signage facilitate branch navigation and makes offerings in
new ways
•self-service channels emphasized for routine low-return transactions
•education tools displayed prominently
drivers
•customized branch designs to serve needs of diverse customer base
•consistency of branch design is important in order to provide customers with a
reliable experience across branches and to enhance their self-service experience
and reinforce the brand
PwC Advisory

11. Alternative Delivery Channels
self service
online
banking
video mobile
ATM banking banking

12. Efficient Staffing Operating Model
convential/traditional efficient/evolved
•staff are group in activity zones •activity hub Ryan Bank Concepts
•zones are arrayed around perimeter •maximizes teamwork by decreasing barriers
•large inefficient central spce •increases communication between staff
•staff levels decline they become isolated •easily shift between tasks in response to traffic volume
•isolation interferes with ability to adapt to •provide consistent, high quality, customer experiences
traffic fluctuations CSRs and tellers can’t at all times and level of activity
adapt quickly •branch can actually function with fewer FTEs
•can’t to multiple tasks in close proximity

13. Smaller Branches
the “service core”

14. Smaller Branches
the kit of parts

15. Smaller Branches
the kit of parts

16. Mini Branches
Capital One Bank 620 SF

17. Micro Branches
400sf+/- sf
micro/convenience
branch examples

18. Teller Options
DIALOG TELLERS HYBRID TELLERS
one branch - 2 tellers - 2400 SF

19. Inline Branches
renovations - a tiered approach
inline/endcap 2500+/- sf example

20. “the design of a protomodel” Design Process
The following is an example the process we take on all of our projects. It all starts with a understanding of your brand. Your personal brand or that of your
company. The process is the same be it a home, hotel, or a new retail environment.
1 conceptual design 2 schematic design 3 design development
• initial concept diagram
• initial building concepts
• final floor plan
• revised building concepts
• exterior computer rendering
• building forms
• initial interior concepts
• concept floor plan • interior computer rendering

21. Design Process
“from an old burger king to an inspired branded financial retail environment”
4 example of implementation of the protomodel
• existing burger king floor plan • existing burger king photo • computer visualizations
• final bank floor plan • photos of the finished project

22. Protomodel Concepts

23. Branch Design
“brand icon”
** computer renderings courtesy of Tangram3DS
“designed to be migratable”

24. Signature Elements
“more efficient/effective retail environments”
proposed plan

25. Retrofit Concepts
“meets
pricepoint”

26. Proto-models
3800 SF 2500 SF

27. Hybrid Teller Branch

28. Branch Redesign
original design
redesigned branch redesigned branch
original design existing redesigned branch original design

29. Branch Refresh
after
after before
before before after

30. Branch Refresh
after
before

31. Retail Fit-up/Modular Interiors
limited construction
fixtures, furniture,
demountable walls

32. Brand Palettes |Signature Elements
“embraces technology”
10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542 “provides opportunities for remote branding”
©2005 BrandPartners Retail Inc. All rights reserved. Information, material, and designs in this document are proprietary to and owned by BrandPartners Retail Inc. and may not be
.
1st Advantage FCU 2005
disclosed to any third party, reproduced, posted on a global computer information network, or distributed in any way without the written consent from BrandPartners Retail Inc. Gloucester

33. Custom Millwork
“efficient & consistent look and feel for new branches, renovations and retrofits”

34. Modular Millwork

35. Display Solutions | Retail Fixtures
•technology kiosks
•white board displays
•promotional kiosks
•community displays
•self service terminals
•window displays
•exterior merchandising
•wayfinding / signage

36. Merchandising Solutions

37. Merchandising Solutions

38. Drive up Solutions

39. Exterior Projection

40. ATMs

41. Video Consulting

42. Dialog Banking

43. Micro Branch Options
500 sf

44. Brand Texture

45. Cash Recyclers

46. Non-constructed Interiors

47. Video Banking

48. Instore Branches
before
10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542
©2006 BrandPartners Retail Inc. All rights reserved. Information, material, and designs in this document are proprietary
to and owned by BrandPartners Retail Inc. and may not be disclosed to any third party, reproduced, posted on a global
computer information network, or distributed in any way without the written consent from BrandPartners Retail Inc.
ALASKA USA Federal Credit Union
Design Development Phase
DD Bid Package
1.05.06
SELF SERVICE SURROUND
RETROFIT A.9

49. Mall Branches
“sometimes less
really is more”

50. Building Concepts
first national bank
of bar harbor
“branches should be a brand icon
that respresents the personality of
the institution and fit comfortably
in its surroundings ”
1st advantage fcu regions bank bankatlantic

51. On The Boards
“a look at some of the work currently in design ”

52. On The Boards

53. Retail Branch Design

54. Inline Branches
“efficient/effective
retail environment”
“a kit-of-parts”

55. Small Branch Concept

56. New Investment |Retail Bank

57. New Investment |Retail Bank
• exterior concept perspective
• aerial view showing
design as inline store
• inline interior
• alternate concept perspective
• retrofit concepts

58. Suntrust

59. Suntrust

60. Suntrust

61. Novobank

62. Novobank
• early design concept
• logo / brand
• point-of-sale material design mock-ups • aerial view showing design as
inline store

63. Novobank II

64. WSFS Bank
greenville branch retrofit utilizning thew new common
palette

65. WSFS Bank

66. WSFS Bank

67. Viking Bank

68. Viking Bank

69. Mainsource

70. Mainsource I

71. Mainsource II

72. 1st Advantage

73. 1st Advantage

74. 1st Advantage

75. 1st Advantage

76. The Fauquier Bank
night view of exterior

77. The Fauquier Bank

78. Adams County Bank

79. Adams County Bank
exterior perspective
view into retail branch view into wealth management view of entry

80. Midcoast
“the building is the physical
representation of your
brand”

81. University of Kentucky

82. Service 1st

83. The Farmers Bank

84. American Heritage

85. American Heritage

86. Mid - Hudson Valley
original design proposed design
original design proposed design

87. AlasksaUSA

88. AlasksaUSA

89. Xcel
existing

90. Rocky Mountain Bank
“designed to your region and demographic”

91. Branch Renovation

92. Sanford Institution for Savings redesign concepts
original design proposed design
original design proposed design

93. Sanford Institution for Savings
actual space

94. Peoples Bank redesign concepts
original design proposed design
original design proposed design

95. Peoples Bank
proposed design