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BIGGER IS NOT ALWAYS BETTER more efficient branches by design


creating inspired financial retail environments


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

©2016 Reilly Design

efficient branch design strategies

4.1.17


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.

©2016 Reilly Design

efficient branch design strategies

4.1.17


Today’s Climate

Customers are now adopting alternative delivery channels 29% cite ATMs/kiosks as 1st or 2nd channel of choice.

1

62% cite online banking as their banking method

2

Branches remain an important interaction point, playing an essential role in complex product sales and relationship building for both retail and small-business customers.

1

American Bankers Association

©2016 Reilly Design

2

American Bankers Association, “ABA Survey: Popularity of Online Banking Explodes,” September 8, 2011, www.aba.com.

PwC Advisory

efficient branch design strategies

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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

©2016 Reilly Design

efficient branch design strategies

4.1.17


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

©2016 Reilly Design

efficient branch design strategies

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Today’s Branch today’s customer •people are taking advantage of the ease of use of remote channels to access their accounts more frequently, while still valuing the opportunity to seek out personal interactions for trustworthy advice on managing their finances •multiple surveys citing heavy digital users seeking out the branch for advice on financial products and services

FMSI

©2016 Reilly Design

efficient branch design strategies

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Today’s Branch Personalized Experience Upscale Model Branch • Aims to create a comfortable and trusting environment where account holders are impressed with hands-on, white-glove type treatment from associates. • Other than design, the key to achieving success with this branch experience weighs heavily on the caliber of staff who work there. • This branch account base needs to meet a number of data points to make a Personalized Experience Upscale Model a success, including: a high enough income level, the right age range with accessibility to the branch. • Unlike traditional branches where activities are separated by divisions of labor (teller activity, lobby interactions), this type of branch mostly requires universal bankers who handle the full-spectrum of the account holders experience.

FMSI

©2016 Reilly Design

efficient branch design strategies

4.1.17


What History Can Teach Us

“Seldom will be found a Bank Building so complete, compact and ideal architecturally as well as from the banker’s point of view as this one.” York & Sawyer Architects 1906

yesterday’s efficient branch

©2016 Reilly Design

efficient branch design strategies

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Diagram and Plan Concept

service core

yesterday’s efficient branch

Š2016 Reilly Design

efficient branch design strategies

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Efficient Staffing Operating Model conventional/traditional

efficient/evolved

Ryan Bank Concepts

•staff are group in activity zones •zones are arrayed around perimeter •large inefficient central spce •staff levels decline they become isolated •isolation interferes with ability to adapt to traffic fluctuations CSRs and tellers can’t adapt quickly •can’t to multiple tasks in close proximity

©2016 Reilly Design

•activity hub •maximizes teamwork by decreasing barriers •increases communication between staff •easily shift between tasks in response to traffic volume •provide consistent, high quality, customer experiences at all times and level of activity •branch can actually function with fewer FTEs

efficient branch design strategies

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Diagram and Plan Concept

Š2016 Reilly Design

efficient branch design strategies

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Staffing Scenarios ptm

abm

graphic

lounge

merch

merch

24hr ptm

rolldown screen

dialog tellers

merch

nar

waiting

sd vault

entry

2 staff people drive-up

option 3 www.reillydesign.net | www.gosolidus.com

design concepts

Š2011 Reilly Studios LLC dba Reilly Design and Solidus. All rights reserved. Information, material, and designs in this document are proprietary to and owned by Reilly Design|Solidus. 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|Solidus.

Branford Branch

abm lounge

ptm merch

dialog tellers

merch

rolldown screen

nar sd vault

entry

staffingoption scenarios 4

4 staff people www.reillydesign.net | www.gosolidus.com Š2011 Reilly Studios LLC dba Reilly Design and Solidus. All rights reserved. Information, material, and designs in this document are proprietary to and owned by Reilly Design|Solidus. 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|Solidus.

Š2016 Reilly Design

efficient branch design strategies

design concepts Branford Branch

4.1.17


“more efficient by design� small branch concepts


Branch Refresh Program consult desks

resource center

dialog tellers

promo kiosk

check queue

solutions centers

consult desks

welcome

kits of parts solutions examples Š2016 Reilly Design

efficient branch design strategies

4.1.17


Branch Refresh Program

solutions center (flagship)

large format digital

large format digital

changeable brand product grid

changeable brand product grid

merchandising frame with paper based collateral

merchandising frame with paper based collateral

solutions center (budget)

kits of parts solutions Š2016 Reilly Design

efficient branch design strategies

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Small Branch kit-of-parts

Š2016 Reilly Design

efficient branch design strategies

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Small Branch kit-of-parts

Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch kit-of-parts

the kit of parts

Š2016 Reilly Design

efficient branch design strategies

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Small Branch kit-of-parts

the kit of parts

Š2016 Reilly Design

efficient branch design strategies

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Mini Branches

Capital One Bank

Š2016 Reilly Design

efficient branch design strategies

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Mini Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Container Branch Concept cash recycler

40' office

teller

consult

cash recycler

40' office

nd

(stand-up)

display wall

consult

atm welcome

8' entry (sliding doors)

display wall

office

8' entry (sliding doors)

display wall

safe

(stand-up)

cash recycler

office

nd

8' entry (sliding doors)

display wall

consult

8' entry (sliding doors)

display doors

consult

8' entry (sliding doors)

display wall

consult

atm

nd

24 hr itm vestibule

consult

atm

welcome

8' windows

entry (sliding doors)

led display wall

display doors

entry door sidelight

signage

24 hr itm vestibule

40'

led display wall

office

led display wall display doors

cash recycler

40'

cash recycler

office

nd

welcome

atm

entry (sliding doors)

display wall

40'

office

consult

consult welcome

entry (sliding doors)

cash recycler

40'

nd

display doors

atm welcome

atm

entry (sliding doors)

display wall

40' teller pod

copier

consult welcome

entry (sliding doors)

cash recycler

40'

nd

display wall

office

nd

display doors

nd

teller consult

(stand-up)

consult

consult

atm

welcome

consult

atm welcome

8'

8' windows

Š2016 Reilly Design

windows

entry (sliding doors)

windows

signage

windows

windows entry door sidelight

led display wall

efficient branch design strategies

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Container Branch Concept

tech bar

40' office

atm display doors

consult

nd

welcome

8' windows

windows entry door sidelight

Š2016 Reilly Design

led display wall

efficient branch design strategies

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Micro Branches

micro/convenience branch examples

Š2016 Reilly Design

efficient branch design strategies

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Efficient Protomodel

3800 SF

2500 SF

2500 sf

Š2016 Reilly Design

efficient branch design strategies

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Inline Branches

renovations - a tiered approach

inline/endcap 2500+/- sf example

Š2016 Reilly Design

efficient branch design strategies

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Instore Branches

before $IMENSIONALLETTERING

3 % , & 3 % 2 6 ) # %

-ETALLICFINISH WITHPOSSIBLE DIMENSIONAL GRAPHIC 'RAPHICPANEL

&ROSTEDACRYLIC PANELWITHVINYL LETTERING

1BZ%FQPTJU

4FMG"TTJTU

5BML5P6T

%301#09

4&-'4&37*$&5&3.*/"-

$6450.&34&37*$&1)0/&

s,OREMIPSUMDOLORSIT s!MET CONSECTETUER s%LITSEDDIAMNIBH

s,OREMIPSUMDOLORSIT s!MET CONSECTETUER s%LITSEDDIAMNIBH

s,OREMIPSUMDOLORSIT s!MET CONSECTETUER s%LITSEDDIAMNIBH

-ETALLICFINISH

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.

©2016 Reilly Design

ALASKA USA Federal Credit Union

DD Bid Package

Design Development Phase

1.05.06

efficient branch design strategies

SELF SERVICE SURROUND RETROFIT

4.1.17

A.9


Mall Branches

before

“sometimes less really is more�

1025 SF

Š2016 Reilly Design

efficient branch design strategies

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Micro Branch Options

500 sf

Š2016 Reilly Design

efficient branch design strategies

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Micro Branch with Dialog Banking

500 SF Š2016 Reilly Design

efficient branch design strategies

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Dialog Banking

Š2016 Reilly Design

efficient branch design strategies

4.1.17


Branch Concept with Dialog & VideoBanking

Š2016 Reilly Design

efficient branch design strategies

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Dialog Banking

Š2016 Reilly Design

efficient branch design strategies

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Dialog Pods

Š2016 Reilly Design

efficient branch design strategies

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Dialog Pods

Š2016 Reilly Design

efficient branch design strategies

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Cash Recyclers

Š2016 Reilly Design

efficient branch design strategies

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Video Banking

Š2016 Reilly Design

efficient branch design strategies

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Video Consulting

Š2016 Reilly Design

efficient branch design strategies

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Hybrid Tellerlines/Service Core

Š2016 Reilly Design

efficient branch design strategies

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Retail Fit-up/Modular Interiors limited construction

fixtures, furniture, demountable walls

Š2016 Reilly Design

efficient branch design strategies

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Non-constructed Interiors

Š2016 Reilly Design

efficient branch design strategies

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Teller Options

2400 SF DIALOG TELLERS ©2016 Reilly Design

HYBRID TELLERS

one branch - 2 teller options

efficient branch design strategies

4.1.17


Custom Millwork

“efficient & consistent look and feel for new branches, renovations and retrofits�

Š2016 Reilly Design

efficient branch design strategies

4.1.17


Display Solutions | Retail Fixtures

•technology kiosks •white board displays •promotional kiosks •community displays •self service terminals •window displays •exterior merchandising •wayfinding / signage

©2016 Reilly Design

efficient branch design strategies

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thinking outside the branch!

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

563 SF Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1400 SF Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1280 SF Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1750 SF Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

24 hr itm vestibule

40' office

welcome

atm display doors

consult

nd

8' windows

Š2016 Reilly Design

windows

entry door sidelight

led display wall

efficient branch design strategies

4.1.17


Small Branch Concept

Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

atm entry

lounge

“hello”

virtual interactive tellers

tech bar

office ptm vestibule

1100 SF

small technology branch concept ©2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1100 SF

small technology branch concept Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

atm

entry

tellers

“hello”

virtual

lounge

msr/consult

tech bar

office ptm vestibule

1100 SF

small technology branch concept ©2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1100 SF

small technology branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

atm entry itm

video wall interactive tellers “hello”

tech bar

lounge

office

office virtual

1100 SF

small technology branch concept ©2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

4A

ENVIRONMENTAL DESIGN / EXPLORE

4

ENVIRONMENTAL DESIGN / EXPLORE

25

1100 SF small technology branch concept ©2016 Reilly Design

efficient branch design strategies

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Student Branch Concept

873 SF

small technology branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Student Branch Concept

1100 SF small technology branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

990 SF

small downtown branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

990 SF

small downtown branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

990 SF small downtown branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

990 SF small downtown branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

lounge

conference

atm

waiting

office

ptms copy/ files

office office

1100 SF small downtown automated branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

atm office

office

concierge/ teller

waiting copy/ files

office

conference

1100 SF small downtown automated branch concept Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1500 SF small branch renovation Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept merch/lcd

csr/ teller

merch

atm/nd

drive-up tellers

lounge

cash copier

entry

greet drinking fountain

graphic privacy screen

waiting conference

office

check desk merch

coupon/ sd vault

m

office w

1500 SF small branch renovation concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept csr

drive-up cash

tellers

lounge

entry

conference

m

waiting asst. mgr

mgr

w

1500 SF

small branch renovation alternate concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept drive-up

office

lounge safe deposit

24 hr vestibule

ptms customer service

office w

m

entry

1200 SF small automated branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept drive-up

lounge

office lav 24 hr vestibule

dialog tellers waiting

office

entry

1200 SF small dialog branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept drive-up

lounge

office lav 24 hr vestibule

dialog tellers waiting

office

entry

1200 SF small dialog branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept drive-up

lounge office ptms 24 hr vestibule

entry

msr

msr

1200 SF

small automated branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1200 SF

small automated branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1000 SF

Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1200 SF

small dialog branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

welcome / transact

consult

service core

dwell / learn

attract / technology

2125 SF efficient branch Š2016 Reilly Design

efficient branch design strategies

4.1.17


Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

waiting

atm/entry

mortgage

copy/print manager

asst manager

queue

dialog tellers break room

conference cafe

work room drive-up teller

1500 SF small inline/endcap branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1500 SF

small dialog branch concepts Š2016 Reilly Design

efficient branch design strategies

4.1.17


2480 SF Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1500 SF small inline/endcap branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1500 SF small inline/endcap branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

waiting copy/print asst manager

ptms/entry

queue

manager

dialog tellers break room

conference msr mortgage

work room drive-up teller

1500 SF small inline/endcap branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1500 SF small dialog branch concepts Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1830 SF small stand-alone branch renovation concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

copy/ files

waiting office

office

engagement station

lounge

office restroom

dialog tellers

desk/bar height msr future ptm ptm vestibule

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

office

office

lounge

engagement station

restroom dialog tellers

community table

files

ptm vestibule

waiting

copy/ files

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

csr office lounge

ptm vestibule

engagement station

restroom dialog tellers

waiting

files office copy/ files

1450 SF

small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept secure office office

office waiting

lounge engagement station

restroom

dialog tellers

community table

ptm vestibule

1450 SF

small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept files copy/ files

office

office

waiting

lounge engagement station

restroom

dialog tellers community table

ptm vestibule

1450 SF

small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept msrs

manager

lounge

waiting tech bar

copy/ files restroom

dialog tellers desk/bar height msr

ptm vestibule

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

lounge

copy/ files

waiting office

manager

tech bar

office restroom

dialog tellers desk/bar height msr ptm vestibule

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

lounge

copy/ files

waiting office

manager

tech bar

office restroom

tellers

greet point desk/bar height msr

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

lounge

restroom

ptm vestibule

msr office

tech bar

tellers

waiting copy/ files

office

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept atm vestibule

lounge

restroom

office

tellers

tech bar

waiting

files copy

office

1450 SF small inline branch concept Š2016 Reilly Design

efficient branch design strategies

4.1.17


Small Branch Concept

1600 SF small urban branch concept Š2016 Reilly Design

efficient branch design strategies

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Small Branch Concept

1600 SF small urban branch concept Š2016 Reilly Design

efficient branch design strategies

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Anchor Bank Critique/Redesign mech seems very large for branch size. plumbing could be on wall adjacent to other plumbing display opportunity but too far away to be effective

inefficent space that doesn’t present an ideal view for customer. could be noisy with VATs etc.

w

m

office

elec open waiting area seems awkward - no oppurtunity for sales collateral or brand

office block great window view in from outside. partitions could be glass here

teller area leaves no area for retail communications or brand second waiting area seems inefficient with no messaging or sales opportunity

atm placement makes teller #3 space very tight

check desk placement doesn’t allow for convenient queuing door placement not ideal great place for display wall

display wall copier cash/work

office ‘hello’

tellers

queue agree with large/tall windows. important to get ceiling/soffit placement right

office

lounge

very large room that might benefit from being adjacent to entry for community use or after hours

conference

check

line of business cash/it

open offices could mirror each other to allow for display oppurtunity

coffee

office

waiting/library

tech bar

welcome

entry vestibule seems tight but does allow for welcome wall/ community focus element. Might switch entry door opposite hand

©2016 Reilly Design

efficient branch design strategies

4.1.17


inefficent space that doesn’t present an ideal view for customer. could be noisy with VATs etc.

safe deposit area is not secure or private. Portable vaults with nested boxes?

Midland States Bank Critique/Redesign breakroom is large but probably suitable for size of building

cash/work

conference

CSR tucked away from view

sd

teller area leaves no area for retail communications or brand

queue

lobby area seems awkward - no oppurtunity for sales collateral or brand waiting area seems check desk placement inefficient with no doesn’t allow for convemessaging or sales nient queuing opportunity

corridor seems redundant although blocks view to restrooms

supervisor/ csr

waiting/library m welcome line of business

office

office

office

office

office

office

office block great window view in from outside. partitions could be glass here

check

tellers

conference csr

csr

csr

conference

safe deposit

waiting/library

display wall

csr

tellers

mech elec

copier supervisor/ csr

check queue

‘hello’

lounge

du teller

cash/work

w tech bar

‘hello’

m

waiting/library

‘hello’ line of business

welcome

office

©2016 Reilly Design

w

tech bar

check

welcome

office

display wall

mech elec copier

‘hello’

display opportunity but too far away to be effective entry vestibule seems tight and somewhat hidden but does allow for welcome wall/ community focus element.

tellers

display wall

lounge

csr

csr

office

office

office

welcome

office

office

office

efficient branch design strategies

4.1.17


www.reillydesign.net Š2015 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 .

Reilly Design Small Branch Design  

Reilly Design's work and methods for creating more efficient branches by design.

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