We're very excited to announce that our Canberra branch has a brand new look, as part of our work exploring what branches of the future could look like.
Throughout 2018 we embarked on a creative and collaborative process with staff from across the business, to design a new kind of bank branch.
Their vision was clear.
They wanted an innovative space that was nothing like any bank branch seen before. It needed to be an inclusive and safe space for everyone - customers, staff and the community alike. It would be a space that customers would look forward to visiting and one that would give them the freedom to complete their everyday banking in the method that they prefer.
The outcome? Working with Design with Dignity to ensure the new branch was accessible, the makeover has moved the branch away from the traditional transactional banking model. Traditional teller desks have disappeared, replaced with open space, teller booths and new technology to allow staff to understand and meet customers' needs in a more relaxed environment. The space is brought to life with incredible Aboriginal artwork, recycled wood and plants. And even better, all of the furniture is mobile to allow our amazing Canberra team to host information evenings and community events.
Over just two weeks of new branch being on show, the response has been overwhelming positive from both staff and customers.
Canberra Customer Service Consultant Brad Day said word on the street was that customers love the new space - they say it no longer feels like a stuffy, old branch and instead one that reflects modern banking.
"As for staff, we absolutely love it. Having the freedom and flexibility to switch up your day from sitting in a booth, working at the community desk or having private time away to complete your day to day tasks is outstanding." Brad said.
Branch Manager Renee Codina couldn't hold the excitement in either, "It's an amazing space for our customers to feel welcome, excited about their banking and it allows them to engage with the team in many different ways; be it a casual chat, a formal meeting or somewhere in between in one of the new booths. I love that customers get to sit and chat where they feel comfortable!"
As a customer-owned bank, Bank Australia is focused on continuing to enhance our customer experience, always ensuring each and every customer is at the centre of everything we do. This is the first of our branches to trial what branches of the future might look like for our customers.