Your branch isn’t just a building—it’s where you connect and build stronger relationships with your community. Even in today’s digital world, a well-designed branch can set you apart as a customer-focused and innovative financial institution. It’s your chance to show that you’re not just about transactions; you care about people. That’s why getting your branch design right is so important.
Branch prototyping allows you to experiment with new ideas, test cutting-edge technology, and refine your design before a full-scale launch. By doing so, you can enhance customer service, streamline operations, and maintain a competitive edge.
In this guide, we’ll show you how to successfully plan and launch a branch prototype project, ensuring you get the most value for your investment. With our hands-on approach, you’ll have a partner that combines creativity, collaboration, and proven strategies to help you build a branch that works for your brand and your daily visitors. Let’s get started!
the value of branch prototyping
Branch prototyping is a useful strategy that helps banks and credit unions test out new ideas and stay ahead of the curve. Here’s why it’s so valuable:
1. Innovation testing ground
A prototype branch is your testing lab for trying out new technologies, different layouts, or updated services. Think of it as a way to take new concepts for a test drive. Want to see if self-service kiosks really shorten wait times? Curious if open spaces make customers more comfortable?
A prototype lets you test these ideas, gather real-world data, collect customer feedback, and make adjustments before rolling them out across your network. This way, you’re not just guessing what works—you’re making informed decisions based on real data.
2. Enhancing customer experience
Branch banking should be about more than just transactions—it involves creating a place people want to visit and feel comfortable in. Prototyping helps you create a welcoming, easy-to-navigate space that aligns with your customers’ needs. You can experiment with different setups—maybe adding more digital options, trying out a café-style seating area, or creating private consultation rooms—to see what resonates best. This allows you to refine and perfect the design until it feels just right.
3. Streamline operations
Branch prototypes help you find the best ways to improve your operations. Testing different layouts and staffing models can help optimize processes, reduce wait times, and cut costs. This means your branch runs more smoothly and your team can focus on what really matters—delivering great service to members and customers.
4. Boosting brand image and competitiveness
Your branch is a physical representation of your financial institution’s brand. A fresh, modern design shows that you’re committed to innovation and creating a worthwhile experience. A well-planned prototype can make your brand seem more forward-thinking, giving you a competitive advantage and helping you attract new customers and members.
5. Adaptation to market trends
The financial industry is constantly changing, whether it’s due to new technology, shifts in customer preferences, or updated regulations. A prototype branch lets you adjust quickly, testing and tweaking your approach without disrupting your entire branch network.
6. Risk management
Testing out a new branch concept in one location before rolling it out everywhere helps you spot any issues early on. It’s a safe way to innovate because you can see what works and what doesn’t without risking the entire network. Once you have a winning formula, you can replicate it with confidence.
7. Training and development
Prototypes aren’t just for customers—they’re a great way to train your team. Employees can get comfortable with new technologies or service models in a low-risk setting, so when it’s time to roll out widespread changes, everyone’s up to speed and confident.
8. Community engagement
Involving the community in the branch design process can lead to a better understanding of what they want and need. Gathering their input makes them feel valued and can result in a branch that truly serves its community. It’s a great way to show that you’re listening and willing to meet their needs based on feedback.
4 steps to building a successful branch prototype for financial institutions
Creating a branch prototype involves a comprehensive approach that goes beyond just choosing furniture and technology. It requires thoughtful planning, testing, and refining your space to make sure it meets your customers’ needs and aligns with your institution’s goals. Here’s a step-by-step guide to help you plan and execute your branch prototype project:
1. Planning and strategy
Before you jump into the design, take time to set a clear strategy:
- Set clear goals: Decide what you want to achieve. Are you aiming to improve the customer experience, introduce new technology, or streamline operations? Having specific goals will keep you focused and able to measure results.
- Conduct market research: Understand what your customers need and expect. This helps you create a branch that resonates with them, both functionally and visually.
- Allocate resources: Set a budget and ensure you have the right team in place, from designers to project managers. Knowing what resources are available will keep your project on track.
2. Design and development
Once your strategy is set, it’s time to bring the concept to life:
- Collaborate with stakeholders: Involve your team and stakeholders early in the process. This helps ensure the design aligns with everyone’s vision and objectives.
- Integrate technology thoughtfully: Consider how technology can improve customer service and streamline operations. Options include digital signage, self-service kiosks, or integrated mobile solutions that let employees help members or customers anywhere in the branch. This could include tablets or smartphones that allow staff to access information and complete transactions without being stuck at a desk.
- Sustainability and adaptability: Choose materials and design elements that reflect your brand’s commitment to sustainability and establish consistent ‘brand elements’—repeated motifs and key features that can be adapted for different branch formats, like micro-branches or standalone kiosks.
- Train your staff: Make sure employees are not only familiar with new systems and technology but also understand how the space will function, including visitor flow and navigation. Part of the training should explain the reasons behind the changes so that staff are on the same page. Use the prototype as a place for hands-on training to give them real experience.It’s also important to involve staff in ongoing discussions about improvements and changes. They work directly with members or customers every day, so they have valuable insights into what’s working and what isn’t. Their feedback can help fine-tune processes, improve service, and ensure the branch runs smoothly. When staff feel heard and are part of the process, they’re more likely to embrace the changes, leading to a more successful transformation.
3. Testing and feedback
Once your prototype is set up, it’s time to see how it performs in the real world:
- Launch a pilot branch: Start with one location to gather real-world data. This helps you see how the prototype performs in a real setting without committing to a full rollout.
- Collect feedback: Get input from both customers and staff. Their insights can reveal areas for changes and improvements that matter.
- Make iterative improvements: Use the feedback to tweak and optimize the prototype before scaling up. It’s better to iron out the kinks now than after you’ve rolled out the design to multiple locations.
4. Implementation and rollout
Now that you’ve tested and refined your prototype, it’s time to implement it:
- Promote the prototype branch: Build excitement around your new branch design. Share your innovation with the community and generate interest through marketing and community events.
- Create a roadmap for branch updates: Use the feedback and learnings from the prototype to develop a strategic rollout plan for updating both legacy branches and new builds. This roadmap should take into account the condition of existing branches and provide a blended approach to implement the new prototype design elements based on each branch’s specific needs and budget. Prioritize branches and create a phased schedule, using a chart to outline which branches will receive which updates at what time. This approach ensures that all locations stay aligned with the updated strategy, without overextending resources.
- Monitor performance: Keep an eye on key performance indicators like customer satisfaction, transaction times, and operational efficiency. Use this data to see how successful your prototype is and identify areas for further improvement.
element’s proven method for successful branch prototypes
At Element, we see your branch as more than just a spot for banking transactions—it reflects your brand and connects you with your community. Our approach to branch prototyping sets us apart because we focus on understanding your needs, pushing the limits of design, and using data to make smart decisions that drive results.
Collaborative design process
We understand that every financial institution has its own culture, values, and customer base. That’s why we start with a collaborative design process. We sit down with your team to get a deep understanding of what you want to achieve within your branch and as a member of the greater community. We hold brainstorming sessions and strategy workshops with your team to make sure everyone’s voice is heard. This collaborative approach helps us design a branch prototype that’s truly customized to fit your needs.
Innovative thinking
Element is always exploring new ways to redefine the traditional banking space. Our design team is always looking for new ideas and technologies that can push the boundaries of what a branch can be. Innovative tools like the prototype model, the use of Virtual Reality to walk through a branch rendering, and the branch in a box show how we bring these ideas to life. We think beyond the ordinary to create branches that are not just places to do business, but destinations people want to visit. With Element, you’re not just getting a beautifully designed space—you’re getting a branch that’s built to deliver real results.
Strategic decision-making support
We don’t just rely on intuition—we use data. We back up every design decision with data-driven insights to help you make informed choices. Before finalizing any design, we conduct detailed analyses to understand factors like wayfinding, customer preferences, demographics, and operational needs. This helps us recommend the right layout, technology, and services to include in your branch prototype.
success stories: how our prototypes delivered results
Desert Financial Credit Union – Mesa, AZ
Challenge: Desert Financial wanted to reach more members by setting up branches within grocery stores. They needed a design that would fit a smaller space without losing the feel and functionality of their regular branches.
Solution: Element designed a 460-sq.-ft., in-store branch prototype. Despite the small size, the branch offers a full range of services, including teller pods for personalized assistance, private offices for confidential consultations, and advanced ATM solutions for self-service needs. We also installed a large video wall to display the latest promotions and deals, making it easy to catch the attention of shoppers. Despite the smaller size, the branch maintained a welcoming, modern feel.
Result: The new in-store branches have increased member engagement and allowed Desert Financial to enter new markets at a lower cost than building full-sized branches. The video wall and open layout helped attract new members and strengthen Desert Financial’s presence in high-traffic areas. Within 10 weeks of design and 7 weeks of implementation, Desert Financial was able to create a successful branch prototype that extended its reach and member services without compromising the overall look and feel of its brand.
Blue Hills Bank – Milton, MA
Challenge: Blue Hills Bank needed to make the most of a small space—only 1,500 square feet—when designing their Milton branch. They aimed to create a welcoming and functional environment for private banking while maximizing the limited area.
Solution: Element collaborated with Blue Hills Bank to design a prototype branch that maximized the limited space and maintained a contemporary look. The resulting design features rounded shapes and flowing lines to create the illusion of a larger space.
We included a Discovery Center, a tech bar where customers can explore financial products through interactive tools and learn more about banking. Additionally, we incorporated the Blue Hills Bank Account Finder, an interactive tool that helps customers identify the right financial products for their needs.
To enhance openness and light while still providing privacy for sensitive discussions, we used glass walls and sliding doors in the office areas. This design not only creates a welcoming atmosphere but also supports the bank’s commitment to modern banking solutions.
Result: The new design created a modern and inviting space that encourages customers to engage and interact. The use of reflective aluminum and materials like wood and metal gives the branch a contemporary feel without being too cold or sterile. The addition of technology, including illuminated ATM surrounds and raised metallic letters, works to enhance the overall look and accessibility of the branch. This Milton location serves as a successful model for future expansions, helping leaders to strengthen brand identity and better serve their customers.
CNB Bank’s Network
CNB Bank partnered with Element to elevate and unify its brand presence across all branch locations. One of the main features Element designed is the SMART Wall, along with a welcoming coffee bar, which appears in branches across CNB’s divisions, including ERIEBANK, FCBank, BankOnBuffalo, Ridge View Bank, and Impressia Bank. These features bring a warm, consistent touch to each branch, beautifully showcasing CNB’s dedication to creating a welcoming and customer-centered experience everywhere they serve.
maximizing ROI from your branch prototype
To make sure your branch prototype gives you a good return on investment (ROI), it’s important to have a clear strategy in place that focuses on measurable goals, cost analysis, and ongoing improvements. Here’s how you can achieve this:
1. Set clear goals and metrics
Before you launch your prototype, set some measurable goals. What are you hoping to achieve? Is it more customer visits, higher transaction volumes, or maybe just a more efficient use of space? Defining Key Performance Indicators (KPIs) like customer satisfaction scores or the number of new accounts opened within a year will help you see if your prototype is hitting the mark. The clearer your goals, the easier it is to measure success and make adjustments as needed and make those initial design decisions to steer creative direction.
2. Compare costs and benefits
It’s important to weigh the costs of your prototype against the potential benefits. Think about everything from construction expenses and tech integrations to long-term operational savings. For example, does your new layout reduce staff requirements? Are customers using self-service options more often? Evaluate these factors to make sure your investment is justified and delivering value. Remember, a smartly designed branch should pay off by boosting revenue, improving efficiency, and increasing customer retention.
3. Keep improving with data
Don’t just set up your prototype and forget it—keep track of how it’s doing! Use this data to refine and enhance your design and operations. For example, if you notice that certain technologies aren’t being used as expected, it might be time to reassess or replace them. Staying flexible and willing to make adjustments based on real-world feedback will keep your branch relevant and performing at its best.
4. Design for future-proofing
Design your prototype with future needs in mind, such as transitioning from TCRs (Teller Cash Recyclers) to ITMs (Interactive Teller Machines), without needing a complete renovation down the line. Even if you’re not ready to implement new technologies right away, designing spaces and millwork with future upgrades in mind can save significant costs later. For example, you can leave space or include flexible infrastructure to easily accommodate future ITM installations. This way, when you’re ready to transition, the change can happen smoothly, avoiding the need to remodel the entire branch again.
common mistakes to avoid when building a branch prototype
Creating a successful branch prototype for your FI requires careful planning and consideration. Avoiding common pitfalls can save time, money and frustration. Here are some common mistakes to watch out for:
1. Lack of clear objectives
One of the biggest mistakes is starting a branch prototype without clear goals. It’s essential to define specific objectives and measurable outcomes right from the start. Are you looking to increase customer engagement, improve operational efficiency, or test new technologies? Setting KPIs helps guide the project and keeps everyone focused on what success looks like. Without clear objectives, the project can easily drift, leading to wasted time and resources.
2. Ignoring staff input
Your employees are on the front lines every day and have valuable insights into what works and what doesn’t. Ignoring their input can result in a branch that looks good on paper but doesn’t work well in practice. Involving staff early on can help identify potential issues with layout, technology integration or customer flow, and the implementation of a retail mindset.
3. Overlooking compliance
It’s easy to get caught up in the design and forget about compliance. Failing to consider regulatory standards can lead to costly rework or even fines. Make sure your branch prototype meets all legal and safety requirements.
4. Choosing the wrong partners
Choosing an architect or contractor who doesn’t have experience in the financial industry can lead to designs that don’t meet your needs. Branches have specific requirements, such as secure areas for handling cash, the integration of technology for ATMs and interactive kiosks, and private spaces for consultations. It’s best to partner with firms like Element, which have a proven history of working with financial institutions and can help you make the right choices.
partner with element to create the branch of tomorrow
Branch prototyping lets your bank or credit union test new ideas and see what works best before committing to a full rollout. It’s a smart way to reduce risks and make sure each branch is optimized for performance and customer satisfaction.
Element is here to support you in this journey. With our experience, we can guide you through every step—from brainstorming to design and implementation. Let’s create a branch network that’s built to impress!
Contact us today to start building a branch network designed for future success!
