Market analysis and consumer preferences indicate a growing need for a personalised approach and digitalisation of services. Modern bank customers value speed, convenience and the ability to manage their finances independently through online platforms. At the same time, there is a need to preserve elements of traditional services, especially in complex financial advice. This encourages banks to integrate digital technologies into the physical space of branches, creating hybrid service models that combine the benefits of both approaches.

The COVID-19 pandemic has significantly accelerated the digitalisation of banking services, forcing branches to adapt to new security and sanitation requirements. Banks have introduced contactless technologies and remote service tools, and have redesigned their physical spaces to ensure social distancing and minimise the risk of virus transmission. This has led to a greater merger of online and offline services, reinforcing the trend towards hybrid branches.

Technological innovations in the design of bank branches include the introduction of digital self-service kiosks, which allow customers to perform everyday transactions without staff assistance. The use of artificial intelligence and machine learning to personalise offers and advice is becoming the norm. In addition, mobile banking apps are integrating with physical branches, providing a seamless transition between online and offline services.

Social responsibility and sustainability in the design of bank branches reflect the growing focus on environmental and social challenges. Banks are integrating green technologies, using environmentally friendly materials and promoting resource conservation. This not only reduces their environmental footprint but also increases customer loyalty, as they increasingly value the sustainability and social responsibility of the companies they interact with.

Based on this, we can identify 5 main trends

  1. Digital integration
    Bank branches are integrating digital technologies to improve customer service, including interactive terminals and mobile phone applications.
  2. Flexible workspaces
    The design adapts to mixed service models, where employees can easily move between advisory and transactional functions.
  3. Eco-design
    Use of natural materials and green spaces in bank branches to create a more pleasant and healthy environment for customers and employees.
  4. Brand experience
    Creating a unique customer experience through architecture and design that reflects the brand’s values and identity.
  5. Security and privacy
    Integration of advanced security systems and privacy zones to ensure the confidentiality of customer transactions.