The Results

Besides being a finalist in the Future Branches Innovator Awards, a peer-voted awards program that looks to identify the best in banking...this project really delivered big.

Developing all the groundwork for a Kit of Parts was first in order. Through a combination of research, best practices, and some live role-playing in DBSI's Ideation Center, Vantage West's playbook for the entire network was thoughtfully developed.

With the strategy and elements defined, DBSI wasted no time crafting floorplans for the first two branches. By investing the time and doing the strategy upfront, floorplans were approved and signed off in one day. Even better? For the remaining branches, the entire design process, from creation to approval, takes a mere 8 hours. Talk about saving time and resources!

The final branch experience incorporates an open design that includes flex offices and Service Spots for collaborative conversations, teller towers complete with digital signage, and inviting lobby environments for casual conversations.

The newest in-branch technology, including RTA, enables staff to complete cash transactions from anywhere in the branch, and members are engaged with dynamic digital signage displays.

With such a dynamic change and not wanting to leave anything to chance—Vantage West ensured their front-line staff was properly trained and ready to deliver the new staffing model by investing in DBSI’s Delivery Defined training program. By engineering the experience, staff understood the strategic intent behind the change, how to interact with members with all of the new key elements, and had talk tracks for engaging members. And the results have been phenomenal. Since opening, the new branches have received 100% member satisfaction and perfect scores on every secret shopper survey!