Michael Allen is the founder of strategic design company allen international, and for over 20 years has had a ringside seat as bank branch design has evolved. He discusses with Douglas Blakey some of the most significant branch projects in which he has been involved, and looks to the future of the branch
Michael Allen is uniquely qualified to discuss the branch past, present and future.
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The firm bearing Allen’s name produces proprietary products including Kit of Parts, ABC-D retail communications, Brand DNA, Retail Academy and Multi-Sensory Branding.
Specialties include communications, strategy, branding, retail design, layout planning, 3D modelling, profile drawings, implementation and design standards manuals. Many of the most significant branch projects reported on by RBI in its first 750 issues have been led by Allen.
“DBS was one of the most interesting projects,” Allen tells RBI. “The brief was to implement the very latest in banking technologies to enhance and improve the in-branch experience for customers at its new headquarters branch in the Marina Bay Financial Center Tower, Singapore.
“The design utilises a motion-sensitive interactive digital welcome wall, quick-service stations for fast transactions, and the installation of teller-assist units in the semi-private consultation pods.”
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By GlobalDataAnother project Allen enjoyed is one for Mauritius Commercial Bank. Often the smaller banks are more adventurous, and Mauritius Commercial Bank transformed its cold, grey branches into vibrant department store-like centres in a bold project.
Retail concepts
In the UK, Allen flags up retail concepts for Virgin Money and Santander as of particular note. “Virgin Money really has combined retail with banking – it breaks the mould.
“Virgin Money Lounges are unique in UK banking. They are interesting, stimulating and, above all, comfortable places where customers and local communities can come together.
Allen adds: “Lounge visitors can choose to put their feet up and enjoy the facilities, or use the Lounge for an informal meeting. If a customer decides they want to undertake some personal banking, that choice is available too. It has been a really big success for them.
“At Santander, the new concept store – such as the one at Tottenham Court Road in London – is a brave project but looks amazing, and is now being rolled out around the world.”
For Allen, top of mind is the project for Emirates NBD. “It is bold in the way that it offers a new customer experience for the connected age. Emirates NBD established its Future Banking Lab as a key initiative of its digital strategy, that enables and accelerates the development of next-generation digital and mobile banking services with the aim to increase smart service adoption in the UAE.”
Allen notes: “The innovative digital branch incorporates both physical and digital designs and incorporates three seamlessly connected zones. I like the project a lot.”
Two Irish projects are also among Allen’s favourites. “Allied Irish Bank commissioned us to craft a totally unique concept store which would provide a learning and research environment focused on enabling customers to get the most from their current and next-generation banking services. Even now, four or so years on, the Lab branch looks great.
“Bank of Ireland is another great one – new branches that have been really successful in attracting start-ups and SMEs as new customer wins for the bank.”
Another favourite is Allen’s work with State Bank of India to launch next-generation digital branches for its sub-brand, sbiINTOUCH, across the country as part of SBI’s programme to offer banking solutions to the growing mobile phone and internet-savvy customer base.
On the future, Allen’s message is mixed. “I have visited so many branches where digital is just not integrated into the customer journey. It has to be done carefully, and there is more to it than just installing some iPads.
He warns: “It is surprising that so many bank branches today are really dreadful places; many banks still have a lot of work to do.”
Overall, however, he remains upbeat about the future of the branch concept. There are, he argues, reasons to be optimistic: younger people still want a face to face relationship to discuss really important financial arrangements.
Allen concludes: “The branch remains a great brand builder; it is a great relationship builder and is still the best way to acquire new clients. The future is bright.”
