Chase Branch Design & Innovation | Chase Bank

By Gavin | July 26, 2018

Chase Branch Design & Innovation | Chase Bank

This takes a fresh look at the branch experience for customers, finishes lab for new technologies and solutions, changing the face of retail banking. 

One of the great things about having this design center and finish this lab right here in Columbus is that we can really kick the tires on some of the newer technologies, we took a step back and we said we want to take a fresh look at the branch experience for our customers, our finishes lab is kind of our final staging point for new technologies and solutions, where we put the final bits of window dressing on it.

Before we take it out into the wild, when we start putting it into real branches, I like to think of it as a bit of a playground, piece like a chef, you get to play around and invent new recipes, you get to try things that haven't been tried before, I try and think about it as a customer not as a planner or as a designer or as a banker, we now have a design studio that gives us the ability to test what's important to our customers.

Just go ahead, an Israeli car dinner chased employees can come in, and use the actual test branch, and see how it flows and how it functions. One of the first things, you'll notice when you first enter the new Chase branch, is our express banking kiosk, giving our customers access to all of their accounts, is something that we're keenly focused on, now you can do more transactions transfer or even make payments creating, that chase.com experience inside the branch, you can still do your cash and check deposits, get cash, make payments, and so forth, you don't have to go stand in the teller line, we don't take it away, we have a scrim, it's a curtain that comes down, so when you come in you may not see that television at all, our towers no longer have to worry about counting, cash playing, receipts processing checks, filling out forms, now we've got the access bar, so that our bankers and our tellers can focus on our customers, you see a banker, you see a support person I already know, without anyone telling me that I've got somebody there that can help me, should I need it, it enables the bankers to see more customers.

This access bar, because of its design, because of the proximity to the express banking kiosks, enables our team to meet the customer sooner, and find out what their needs are, the end of the day, we're empowering our customers, we're creating more choice and ways for them to get banking done, and I'll share with you a little bit about what we're doing here at the design studio, I don't know what retail banking is going to look like 10 years from now, but I can tell you the chase will be at the forefront, and this design studio actually helps us do that, we've taken our design cues for more of a hospitality industry than a retail industry, you can see the fit and finishes of what you have here, you feel special, this is a unique experience.

We have a space inside the branch that we call the comfort zone, we've got tablets, where customers can learn about Chase, about the people in the branch, have access to online tools, and pay bills, everything you would imagine, the legacy model of having a banker sit behind a desk, pound away at keys, where the customer sits there and answers questions just wasn't working, customers want to be involved, they want to participate by putting this tablet in front of them, they're actively dissipating with the banker, go ahead tap to sign filling out information directly on the tablet, doing digital signatures, and so forth, I think the customer as well about it.

We are literally changing the face of retail banking not the face of Chase retail banking, but the face of all retail back, and that's pretty exciting.