South African banking giant FNB has embarked on a journey to change the design of its branches, as part of a campaign to promote sustainability and support local businesses.
“The new design is primarily premised on making the customer’s journey within the branch seamless from start to end. We also noted during our research that customers expect a lot more privacy during consultations with staff and the new model design is aimed at satisfying this need,” said Lee-Anne van Zyl, CEO of FNB Points of Presence.
“Aesthetically, our branches will start looking very different, but most importantly we have made a commitment to using locally produced materials that can be reused as the needs of our branches change. Another factor worth noting is that these branches will be built at 35% less per square meter compared to our conventional design.”
The new branch structure will widen access to digital banking platforms which will enable customers to conduct transactions digitally on site with the assistance of an eBanker.
FNB would like to channel consumers towards transacting digitally as this is convenient and cost effective for the customer.