Abstract:
This research report is a qualitative analysis on a how the internal culture within a
traditional bank affects the branch design and what elements in the design of a
branch are the most important. The analysis aims to understand what form traditional
bank’s branches should take in the next decade in order to become more customercentric
and create great experiences with the customer. Methods used involve a
thematic analysis of various case studies on similar surveys and investigations done
across the World. The results include findings which relate point to the fact that the
internal culture and lack of long term vision is the main obstacle in the transformation
of traditional banks. It also suggests that service customers receive in a branch is the
most important aspect and branch aesthetics come secondary to branch
functionality.
