4 Types of Branches
AS THE APPROACH TO DESIGNING
BANKS SHIFTS from a transactional model
to a service-oriented center of information,
bank branches will likely fit into one of four
categories (or a mix of them), according to
Susan Doyle, SVP of retail banking for North
Shore Bank in Brookfield, Wis.:
• HUB. This “one-stop shop for customers” will likely be located where there’s a
large regional focus—usually near a mall or
shopping center, and will include all of the
bank’s full-service elements and access to
• SPOKE. Surrounding the hub will be
smaller branch locations averaging 1,200 to
1,500 sq. ft. where customers can go for
quick services. The spoke branch might
include a community access area for transactions, a “play area for knowledge
and discovery and quick fulfillment,” as well as a connection zone for personal banking services.
• COMMUNITY BRANCH. These full-service banking centers will be part
of a defined community, serving populations between 50,000 and 100,000
customers. North Shore currently uses its community branches to host financial seminars, fundraisers, and chili cook-offs for local organizations. Its conference rooms even serve as art galleries for schools and for local artists.
These are places where relationships are built and knowledge is shared.
• POPUP. The popup concept will operate like a kiosk, using video teller
technology. Popups will be located in retail stores or other convenient areas
where customers want services, but where the bank does not have a branch
presence. They will feature extended hours and may even employ a banker
during select hours during a store’s operation.
This private consultation area at
North Shore enables relationship
building—a banking business strategy
that will necessitate brick-and-mortar
space for the foreseeable future.
North Shore Bank’s SVP of retail banking,
Susan Doyle, says there are four types of
bank branches: hub, spoke, community
branch, and popup.