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brand environments protomodel concepts branch design customer experiences signature elements interiors retail design

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THE CUSTOMER EXPERIENCE

our work creating inspired experiences for financial institutions nationwide

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reillydesign

is an architectural and interior design consulting studio focused on the inventive conception of built environments. 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. We specialize in providing innovative design solutions to financial institutions of all types striving to accommodate a chosen demographic. We help institutions leverage the retail branch to engage the customer experience on a more personal level. Reilly Design brings together, through strategic partnerships, the right talent at the right time to fulfill each clients’ needs. We strive to provide the most efficient way possible for large, small or de novo institutions to benefit from our experience, and that of our partners, to bring them the exceptional creativity and service one might expect of a much larger studio.

we create

inspired customer experiences... 4


financial retail design •environmental brand translation •protomodel concepts •branch design •customer experiences •retrofit concepts •signature elements •millwork design •interior design •fixture / retail element design

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we design

collaboration

financial •banks •credit unions •signature elements •retail fixtures •branded palettes •digital fixtures|content •building branch concepts

interiors •residential •commercial •corporate •hospitality •loft/condo •model units •furniture

residential •distinctive homes •vacation getaways •condos •lofts •specialty structures

contract consulting •third party design consulting •sales support|presentations •on call design concepting •production|presentation support •illustration|rendering •retainer or hourly consulting

retail •retail concept development •branded environments •customer experiences •store planning •fixture design •restaurant

commercial •design feasibility studies •project concepting •approvals materials •design partnering •joint ventures •as-built documentation

real estate graphics •architectural rendering •preliminary concepts •presentation materials •approvals materials •marketing material •as-built documentation

design collaboration •on site team member •design charrettes •in-house design consulting •CAD consulting/production •design concepting •presentation strategic partnerships •architects •interior designers •industrial designers •graphic designers •visualization consultants •brand & strategy consultants •real estate developers •real estate brokerage houses •promotional resource shops •design/build companies •millwork shops 6


who we’ve worked with

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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 8


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?

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financial retail a 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 10


todays customer

Customers are now adopting alternative delivery channels PwC Advisory

29% cite ATMs/kiosks as their 1st or 2nd channel of choice.

11% cite online banking as their preferred channel

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todays 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

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 12


todays 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

PwC Advisory

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FINANCIAL RETAIL Our work

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rockville bank west hartford, ct

Reilly Design designed this new branch to replace a former former post office. The goal was to create a new branded environment for Rockville to introduce themselves to a brand new market. The goal was to create and environment to cater to small business, wealth management customers as well as feature Rockville’s technology offerings 16


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newburyport five cents savings bank portsmouth, nh

Reilly Design designed this new branch to replace a well established downtown real estate office. Newburyport Five Cents Savings Bank wanted to grow their network into Seacoast New Hampshire and was able to find space in an hisotric downtown building on a very prominant location at the corner of State and Pleasant Streets. 18


Reilly Design took great care to preserve the historic patina of the existing space with its exposed break and timber framing. They even incorporated the existing pulley wheel used a century ago to haul goods to the upper floors into the design The goal was to create an office that would cater to the small businesses in town as well as establish new relationships in a growing market. 19


mutual bank whitman, ma

Reilly Design is currently working on redesign concepts to an existing branch design. The goal is to create a more inspired branded customer experience. All aspects of the experience were analyzed including traffic patterns, merchandising, environmental graphics as well as views into and out of the branch was made to incorporate the strategy and branding elements developed by the bank’s creative agency. 20


Anatomy of a Community Hub

Anatomy of a Community Hub

Community

g Branded experience

Store Center g Simple touches Community experience g Branded Community Community Branded experience experience g g Branded g Elimination of barriers Store Store Store g Food & drink g Simple CenterCenter Centerg Simple g Community involvement touchestouches touches g Simple Hotel Living Lobby ofMuseum barriers g Elimination of barriers g Elimination g Elimination of barri BANK BANK BANK g Food & drink & drink & drink g Food Community g Food experience g Branded Store Community involvement g involvement g Community g Community Center touches involve g Simple Hotel Hotel Living Living Hotel Living g Elimination of barriers MuseumLobby Lobby Lobby Museum Museum BANK g Food & drink g Community involvement Hotel Living brand strategy overlay Lobby Museum BANK

5 Mutual Bank | Environments | 12.21.2011

existing building design

drive-up | 12.21.2011 | Environments | 12.21.2011 5 Mutual Bank | Environments 5 Mutual Bank

5 Mutual Bank | Environments | 12.21.2011

coupon tellers

safe deposit

5 Mutual Bank | Environments | 12.21.2011

w

queue m

check desk csr

gift display

manager community heroes

drinks coins

donations

library relax

welcome

proposed floor plan 21


new hampshire fcu

durham, new hampshire

Reilly Design worked with New Hampshire FCU to reimagine their existing Durham branch which is adjacent to the University of New Hamsphire campus. The goal was to create a fresh new branded environment to educate prospective members about their lines of business while creating a welcoming environment better suited to better serving current members 22


new hampshire fcu

concord, new hampshire

Reilly Design worked with New Hampshire FCU to create a fresh new branded environment in a downtown Concord location not far from the NH State House and their core membership. The new brand location educates prospective members about their lines of business while creating a welcoming environment better suited to better serving current members. 23


before

the savings bank branch refresh

view of tellers Reilly Design designed the new branch refresh and new customer experience for The Savings Bank’s headquarter branch. The existing branch is located in a their original location and was in need of a full renovation to include new technologies, new building systems and a new branded environment that would deliver an inspired customer experience.

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before

view toward lounge/cafe

Adjacent Odd Fellows Hall entry

conference center 25


mexico bank throughout mexico

Reilly Design collaborated with Ryan Bank Concepts on the design of a new protomodel variations for one of the largest banks in Mexico. Being one of the largest banks in Mexico, they was looking to evolve their branch network to leverage current technologies to better enable customers to choose the way they preferred to do transactions while providing more space for consultative spaces. 26


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univest

branch protomodel

Reilly Design collaborated with Ryan Bank Concepts and BranchXpress on the design of Univest’s new branch prortomodel and signature element program. 28


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webster five worcester branch

Reilly Design collaborated with Ryan Bank Concepts on the design of Webster Five’s new branch. The goal was to create a new look for Web5’s new branch palette and operating model utilising teller pods. More emphasis was placed on technology offerings and areas for private consultation. 30


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morgan stanley protomodel study

Reilly Design collaborated with Brandpartners to design a new branch protomodel package that could be utlized in not only de novo branches of varying sizes but in the retrofit and renovation of existing branches obtained thru acquisition. The goal was to create a strong physical brand identity in an efficient model. 32


• exterior concept perspective • aerial view showing design as inline store

• inline interior

• alternate concept perspective

• retrofit concepts 33


suntrust

protomodel

Reilly Design collaborated with Brandpartners and Robert Reid Wedding Architects on the redesign of Suntrust’s current prototype to provide a more efficient branch. New designs could be utilized throughout their entire footprint and offers architectural flexibility to suite local styles while offering better customer and employee experiences and better representation of the banks product and service offerings. 34


suntrust

branch evolution

Reilly Design collaborated with Robert Reid Wedding Architects and TurnerDesign on the redesign of Suntrust’s current prototype to provide a customer friendly branch. New designs could be migrated back to their entire footprint and offers architectural flexibility to suite local styles while offering better customer and employee experiences and better representation of the banks product/service offerings. 35


gte financial tampa, florida

Reilly Design collaborated with Newground on design concept to create a new small branch for GTE Financial to replace an existing downtown branch. The objective was to create a unique and eye-catching space to serve as a “Brand Billboard.” This prominant location in Tampa’s downtown arts district would also leverage its day and nightime presence to peek curiousity promote channel migration as well as attract a new audience. 36


Customer ZONE

2 3

ATTRACT

SIGNATURE 1

Storefr

2

ATM W

3

Quick

4A

Waitin

4B

Techno

5A

Memb

2 1 SELFSERVICE

WELCOME

5 5A

4

EXPLORE

4B 4A ENVIRONMENTAL DESIGN / CONSULT 1

Customer Journey ZONE

2

5B

3

ATTRACT

SIGNATURE GRAPHICS 1

5B

Storefront Graphics

2 1 SELFSERVICE

WELCOME

5 5A

4

2

ATM Wall(s)

3

Quick Assist Kiosks

4A

4B

5B

4B

5A

4B

CONSULT

5B

5B

3 • Graphic wallpaper

Waiting Area Wall Technology Bar Member Service Desks

5B

Branded Privacy Vinyl

5C

Graphic Wallpaper

3

5C

5C

5B

3

1

1

Video Wall

2

Vestibule Vertical Screen

3

Waiting Area Landscape Screen

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Digital Circular Soffit

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Tablets and Tech Bar

Better banking

from every angle

5C

5C

5C

Graphi

DIGITAL CO

ENVIRONMENTAL DESIGN / SELF-SERVICE

ENVIRONMENTAL DESIGN / ATTRACT

Brande

STAFF NEEDS

DIGITAL COMPONENTS

5B

5B

• Circular digital soffit

3 STAFF NEEDS

5B

5A

• Branded privacy vinyl

EXPLORE

4A

ENVIRONMENTAL DESIGN / EXPLORE

CONSULT

1

Hello. Let’s talk!

auto loans 2.8%

1

Video

2

Vestib

3

Waitin

4

Digital

5

Tablets

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Entrance ATM

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Member Service Area

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A series of Signature Design Components and Graphic Elements were developed to be utilized in other locations in various formats and sizes to create a consistent look and message throught the GTE footprint 37


gte financial tampa, florida

Reilly Design collaborated with Adrenaline on design concept to create a new small branch for GTE Financial in a high traffic retail center in the Centro Ybor section of Tampa. The objective was to create a unique and eye-catching space to serve as a “Brand Billboard.� This location with close proximity to a university environment was geared to this particular student and young professional demographic. 38


concept plan

CENTRO YBOR STUDENT BRANCH DESIGN CONCEPTS 3.28.14

3

A series of Signature Design Components and Graphic Elements were developed to be utilized in other locations in various formats and sizes to create a consistent look and message throught the GTE footprint 39


gte financial tampa, florida

Reilly Design collaborated again with Adrenaline on design concepts to update and refresh GTE’s South Tampa branch to creat a more dynamic environment catering to not only retail customers but members seeking GTE’s wide range of home financing opportunities. The design palette and signature components developed for previous projects were reimagined for this location. 40


branch design program

Reilly Design collaborated again with Adrenaline on design concepts to redesign a branch that had begun construction. The goal was to re-work not only the floor plan, but to reimagine the entire customer experience. Special efforts were made to showcase the bank’s 159 year history and represent their lines of business and various product offerings. The look and feel was to be a new updated fresh, less ‘traditional’ look. 41


countryside

countryside bank branch refresh

Reilly Design collaborated with a national branding and marketing agency on a midwest bank’s branch refresh program to update the environment of up their entire network of branches. 42


burbank

homer glen

darien

wrigley 43


mainsource columbus, in

Reilly Design is collaborating with Ryan Bank Concepts on the repositioning of a former car dealership as well as a new bank branch. The program calls for strong emphasis on a community function area as well as a great customer service environment. A new brand palette and signature element program was created for all new branches. 44


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capital one cafe chicago

Reilly Design collaborated with a large national design and branding company of the propoesed design concepts for the new Capital One Cafe brand spaces. The desire was to rebrand an existing network of cafes obtained through the acquisition of another large financial isntiution’s online banking line of business. 46


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capital one cafe boston

Reilly Design collaborated with a large national design and branding company of the propoesed design concepts for the new Capital One Cafe brand spaces. The desire was to rebrand an existing network of cafes obtained through the acquisition of another large financial isntiution’s online banking line of business. 48


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capital one

branch refresh

Reilly Design collaborated with a large national financial retail design firm on Capital One’s Rapid Refresh program to update the environment of up to 400 branches nationwide. 50


capital one shreveport, la

Reilly Design collaborated with Branch Development Group on design concept proposals to migrate Capital One Bank’s current palette into smaller, more efficient branches that could be rolled out more cost effectively. 51


chelsea groton groton, ct

Reilly Design designed this new branch to replace a former donut shop. The goal was to create a building that would be a departure from its former look while providing a branch that would deliver an efficient, exceptional customer experience in a very small package. 52


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before

before

before

connex fcu branford, ct

Reilly Design designed this new branch to replace a former bank branch. The goal was to create a branch that would leverage the technolgy advantages of Personal Teller Machines to offload transactions to staff outside the branch to allow branch staff to focus on consultation in an environment that will deliver an efficient, exceptional member experience in a very small package.

Branford - Page 2 of 2

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anchor bank west allis, wi

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wsfs bank

new protomodel multiple locations

Reilly Design collaborated with Ryan Bank Concepts on the design of a new protomodel for WSFS bank of Wilmington, DE. The goal was to refresh their current prototype while providing a design that would provide a more efficient branch operating model. The branch could be built with a smaller budget while enabling the branch to be operated with fewer full-time employees. The protomodel could also be built in a smaller footprint utilizing the same elements and providing an identical environment. 56


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1st advantage new protomodel

Ron Reilly was the lead designer during the design and implementation of a new prototype design for 1st Advantage Federal Credit Union. New design could be utilized throughout their entire footprint and offers architectural flexibility to suite local styles while offering better customer and employee experiences and better representation of the credit union’s product and service offerings. 58


1st advantage

headquarters branch

Ron Reilly was the lead designer during the design and implementation of the new headquarters retail branch for 1st Advantage Federal Credit Union. The design utilized the same palette and signature elements used throughout their entire footprint. 59


visking bank west seattle

Ron Reilly was the lead designer during the design and implementation of the repositioning of a former Burger Prototype into a new retail branch for Viking Bank. The goal was to help Viking Bank exand into a new market while designing a new protomodel common palette to be utlized in their further expansion plans 60


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alaska usa fcu new protomodel

Reilly Design worked with AlaskaUSA to efficiently and cost effectively refresh the look of AlaskaUSA’s current branch network to better express Alaska USA’s brand in the Alaska and Seattle markets through a system of signature components, merchandising elements and new finish and furniture palette. 62


first national bank of pa state college, pa

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conference csr

safe deposit

lounge

du teller

cash/work

display wall

csr

tellers

mech elec

copier supervisor/ csr

check queue

w tech bar

‘hello’

m

waiting/library

line of business

welcome

office

office

office

office

welcome

office

midland states www.reillydesign.net

effingham, il

©2013 Reilly Studios LLC dba Reilly Design. All rights reserved. Information, material, and designs in this document are proprietary to and owned by Reilly Studios LLC. 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 Reilly Studios LLC.

office

office

What started out as a 10,000 sf building designed by another firm, was reimagined by Reilly Design. It Downtown Effingham was reduced in size by 20%, and a more dynamic branch was created which would offer customers a more inspired experience.

new branch concept branch design concepts 7.7.13

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kennebunk savings durham, nh

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small|efficient branch design concept

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bank gloucester essex, ma

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bank branch renovation

Reilly Design is currently working on designs for the complete renovation of an existing branch. The goal is to provide a new branded environment with program for new offices, a new more comfortable waiting area with digital messaging and resource library. The new branch will also meet new accessibility and energy codes. 68


before

tellers

view from waiting

entry

before 69


newtown savings

Reilly Design is currently working on design for the complete renovation of a branch located in a shopping center. The branch is currently configured with a conventional teller line. The bank is looking to change the branch operating model to a mix of dialog tellers and Personal Teller Machines (PTM) with an eventual move to all PTMs. 70


fauquier bank new branch

Reilly Design designed this new branch for a Virginia community bank. The new branch was designed to emulate their current headquarters building’s look. The large windows were designed to allow for greater daylight while giving opportunities for branding opportunities and a greater nighttime presence. 71


• early design concept • aerial view showing design as inline store

• logo / brand

• stages of the retail fit-out • point-of-sale material design mock-ups

novobank

new protomodel

Reilly Design collaborated with Branch Development Group to design a new branch protomodel package that could be quickly and efficiently implemented at a competitive price-point to the conventional designbid-build model. The goal was to provide a flexible kit-of-parts that could be rolled out based on the brand of individual banks and credit unions nationwide 72


novobank II

endcap / out parcel 73


university of

kentucky fcu lexington, ky

Ron Reilly was the designer for the newest branch for the University of Kentucky FCU. The goal was to create a branch that had a dynamic interior as well as an exterior that met all the strict design guidelines of the development where the branch was to be built 74


the farmers bank noblesville, indiana

Reilly Design designed the repositioning of a former national pizza chain’s location into a new branch for a midwest bank. 75


“the building is the physical representation of your brand”

midcoast cu thomaston, me

Ron Reilly was the designer for exterior of this new branch for MidCoast Credit Union. The design was to reflect the client’s new brand and reflect the local seaside Down East Maine architecture with a subtle representation of a lighthouse. 76


mid-hudson valley fcu design concepts

The goal was to take the original prototype design and create a “revisoned branch� that would allow for more branding opportunities, product and service displays, and a great member experience all inside a new building that would provide for outward projection of the environment to potential members 77


“designed to your region and demographic�

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traditional architecture

american heritage philadelphia, pa

Reilly Design provided design concepts for the headquarters addition of a Pennsylvania credit union. The goal was to provide an addition whose scale was sensitive to the existing building while respecting the traditional architecture and detail. 80


retrofit concepts

Reilly Design designed concepts for the repositioning of a suburban office building into a headquarters building for a regional credit union. The goal was to creat a more iconic architecture that would breath new life into a tired old building while giving the building a more current contemporary look

existing 81


micro branch concepts

Reilly Design provided design concepts for a very small 500 sf branch to be located in a downtown office tower. Various teller options as well as consult spaces were proposed. The chosen design would also be migrated to in-store locations throughout the footprint.

fidelity homestead new orleans, la

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small branch concepts

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branch refresh

Reilly Design is currently working on design concepts for the repositioning and updating of an F&M Bank branch. The goal was to provide a more efficient layout and an updated, brighter interior with better opportunities for branding and merchandising.

existing

existing 84


branch refresh

Reilly Design, utilizing the new WSFS Bank prototype palette, designed the renovation of a 2500 sf shopping center branch in Wilmington, DE to improve the operation of the branch as well as unifying the look. New millwork components were designed to emulate the new prototypes developed for the bank.

existing 85


protomodel concepts

86


branch design

** computer renderings courtesy of Tangram3DS

“brand icon”

“designed to be migratable” 87


retrofit concepts

“more efficient/effective retail environments�

existing plan

proposed plan 88


retrofit concepts

“meets pricepoint�

89


retail branches

90


inline branches

“efficient/effective retail environment”

“a kit-of-parts” 91


in-store branches

Reilly Design designed the new look for Alaska USA FCU Retail and Traditional branches located throughout Alaska and Washington State. Scope includes design of signature elements, new branch layouts and signature material palettes. before $IMENSIONALLETTERING

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10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542 Š2006 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

DD Bid Package

Design Development Phase

1.05.06

SELF SERVICE SURROUND RETROFIT

92

A.9


mall branches

“sometimes less really is more�

93


brand palettes

10 Main Street Rochester, NH 03839 Ph: 603.335.1400 Fx: 603.335.4542 Š2005 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.

. FCU 1st Advantage

2005

Gloucester

signature elements 94


custom millwork

95


alternative delivery channels

drive-ups

“provides opportunities for remote branding and merchandising where a majority of your customers choose interact with you� 96


online banking

self service

atm

video consulting 97


on the boards “a look at some of the work currently in design �

kennebunk durham, nh

98


k savings

99


how we work • concepting, a la carte or complete design services

brands are all about relationships strong

• design collaboration with in house marketing and retail teams

Reilly Design believes in the power of relationships. Relationships with your employees, your customers, your shareholders and your local community.

• collaboration with your local architect and engineers

It is because of these relationships that we have created a design firm with the flexibility to collaborate in a way that best suits your needs. At Reilly Design, we work to create a lasting relationship with you and those that work with you.

• collaboration with corporate facilities group • collaboration with your ad agency or branding consultants • material sourcing or bidding to local trades with your general contractor • complete flexibility

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Ron Reilly, Principal/ Design Director Ron Reilly is an architectural designer with over twenty years experience in a broad range and scale of financial, commercial, retail, corporate, and hospitality architecture. He is a versatile designer able to work in traditional, contextual, and contemporary architecture as appropriate for each clients unique program and region. With a wide range of expertise in all phases of various project types, he understands the various challenges and complexities of the planning and implementation of environments from the early concept through final construction. He has worked for a variety of large national design firms doing projects for a wide array of clients including GE, Fidelity, WSFS Bank, Suntrust, US Hotels Group and Marriott International. Ron studied Architecture and Historic Preservation at Roger Williams College and The Boston Architectural College.

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www.reillydesign.net a Reilly Studios LLC Company

603.343.2298

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*all work and design product represented in this document has been done entirely by Ron Reilly at Reilly Design a Reilly Studios LLC Company or by Ron Reilly while at, or in collaboration with other firms. Š2014 Reilly Studios LLC dba Reilly Design. All rights reserved. Information, material, and designs in this document are proprietary to and owned by Reilly Design 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 Reilly Design LLC. 104


www.reillydesign.net

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retail

financial

hospitality

design

fine residential

interiors

commercial

www.reillydesign.net

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Reilly Design Financial Retail 3