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    This individual Note Branch Design Developments in an Omnichannel Worldis available for purchase. This Note is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Note is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Note contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

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Branch Design Developments in an Omnichannel World

Changing role of branches reflected in new layouts and designs

New research from Mercator Advisory Group examines the changing role of today’s bank branches and its effect on branch design.

In a new research note, Branch Design Developments in an Omnichannel World, Mercator Advisory Group reviews the role that omnichannel banking plays in designing and reconfiguring bank branches.

“The universal banker model includes a rethinking of all channels, with branches now increasingly being used for education and advice, with personnel trained to better understand individual banking customer’s goals and needs, and with branch reconfiguration efforts that encourage interaction and engagement,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the research note.

This research note is 9 pages long and has 4 exhibits.

Highlights of this research note include:

  • Proprietary survey data showing the continuing relevance of full service branches to U.S. consumers 

  • The new and expanded roles of the branch and its personnel in reconfigured branches 

  • The critical nature of branch reconfiguration for smaller institutions having to do more with less in light of the reduction in the number of their branches 

  • Design elements utilized by progressive FIs to make their branches more inviting and conducive to customer interaction and engagement with personnel

  • Description of services offered by architectural design and construction firms specializing in branch location and design