First United Bank
The DetailsLocation: Multiple Locations, MD
Project Type: Branch Transformation
The StoryCan a branch experience be so engaging that customers ask in awe, “Is this a bank?”.
When First United Bank & Trust was ready to update their vast branch network, they knew they wanted to create a retail experience unlike any other, but they never expected an outcome this good.
They were simply looking for the right Design-Build partner who could help create a consistent look and feel across their branch network, design a welcoming space, and integrate the latest technology to better serve customers. Enter DBSI…
The ResultsFirst United Bank and Trust came to DBSI to develop a 5-year strategic plan to refresh, transform and “retailify” their branch network with the ultimate goal of taking themselves out of the “Stone Age” and providing their clients with an engaging, mesmerizing experience.
Starting with DBSI’s Discovery Process, all of First United’s objectives and initiatives were identified and outlined— creating a purposeful strategy for their transformation journey and setting the stage for all the rest of the elements and designs to be developed. On the back end, the customer experience was engineered through staff training and roleplaying to ensure the transformation happened across the organization.
Fast forward a few years and the response from the community has been all positive. Several branches are complete that follow a set Kit of Parts for a consistent look and feel. Clients love the openness of the spaces along with the mix of contemporary finishes and historic community elements woven in.
Universal Associates and enabling technology were also implemented and clients have been really impressed with the technology and service offered to handle routine transactions and complex financial needs.
Digital screens incorporated throughout the branch help clients discover banking products in a more interactive way, help highlight local activities and events, as well as spotlight local nonprofits and businesses throughout the day to encourage community involvement.
“WORKING WITH DBSI HAS BROUGHT OUR ORGANIZATION OUT OF THE STONE AGE AND MY BREATH IS TAKEN AWAY EVERY TIME I WALK INTO OUR NEW LOCATION. I AM EXCITED TO BE TAKING OUR KIT OF PARTS AND APPLYING ACROSS THE REST OF OUR NETWORK!!”
Robin Murray | SVP & Director of Retail Banking Services, First United Bank & Trust