16 | www.retailenvironments.org RETAIL ENVIRONMENTS march.2015
the barriers, removing the mistrust from
the last financial meltdown,” says Scott
McCage, senior associate at Gensler in
San Ramon, Calif. He believes banks must
consider how they will put customers at
ease and build relationships with them.
As banks attempt to address these issues,
they are undergoing fundamental changes
to both their business models and their
approach to branch design.
From transaction to resource center
Historically, bank branches have performed three basic functions: customer
transactions, opening accounts, and customer service, according to Susan Doyle,
SVP of retail banking at North Shore Bank
in Brookfield, Wis. But demand for routine services is diminishing. Transaction
volume at North Shore Bank, for example,
has dropped 39% since 2007, and Doyle
predicts by 2020 it will likely be at half of
Similarly, at Bank of America Corp.
(BoA), about half of customer deposits now
are made through ATMs, according to Ray
Ehscheid, SVP of store design and market-
ing at BoA, who is based in New York City.
But the decreased demand for traditional
teller transactions is not negating the need
for branches. On the contrary, all major
banks, including BoA, are actively look-
ing at branch building, he says. What has
changed is their methodology. The branch
is evolving into a financial resource center,
sult with financial experts.
“Demographic changes and new technol-
ogy are driving changes in customer prefer-
ences,” Doyle says. “Our brick-and-mortar
branch environments are still important
even though customers are using branches
less for transactions.”
TD Bank opened its first “one-stop ser-
vice model” concept store in October 2014
in Baltimore. The Canton Crossing store
features a more compact 2,275-sq.-ft. layout; enhanced ATM technologies with year-round, 24/7 live customer service; and an
innovative staffing model designed to provide customers with greater choice, convenience, and financial resources.
“As our customers evolve their banking habits, it’s important for us to adapt
to meet their needs,” says Brian Monday,
regional president of TD Bank’s Metro
Washington, D.C., market. “Our Canton
Crossing store provides customers with
“The bank of the
future can focus on
—Nancy Everhardt, Little
Little clearly took cues from hospitality design in this EverBank Financial Center in Clearwater, Fla.