The goal was to create a unique retail experience that would enhance Akbank’s image as industry innovators and pioneers, while continuing to build on their customer-centric and relationship building platforms. The branch design needed to encapsulate the concept of supporting customers efficiently while fostering an environment of trust, transparency, and luxury; a banking experience that would impress its more affluent customers, giving them more control over their banking needs.
These goals where achieved by strategically placing innovative technology systems in the lobby, which intuitively respond to customer needs and the lobby environment. ATM machines are conveniently located near the entrance; a few steps further, and a responsive “Que-matic” machine analyzes customer profile information and guides them to appropriate areas of the bank; a media wall also displays relevant product offerings and service information. Beyond that, additional self-service banking options are available, such as the curved-shaped interactive table which acts as a self-banking station. Finally, customers are offered personalized service from account representatives, tellers, managers and private bankers. With innovation and efficiency in mind, the bank was designed so that the further into the bank customers venture, the more personalized the service becomes.
The account representative pods, private office space and teller operations area reflect the concepts of trust and transparency. The pods are fixed with transparent enclosures that can also become opaque to enforce privacy; side-by-side seating aids in creating stronger customer relationships.
Among the challenges when designing the branch were the low ceilings, narrow space, and limited visibility from the mall. The solutions to these challenges came in the form of creating different ceiling heights to better define the space, varying the lighting to create highs and lows, and forming a completely open storefront, which allows for unlimited access and sight lines into the branch.
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