Digital in the physical: from apps and robots to virtual reality
SOMETHING VERY INTERESTING IS HAPPENING IN BANK BRANCHES.
Far from new technologies doing away with the need for a branch, the opposite is happening: the bank branch is becoming the destination for the hottest new experiences in retail banking, whether in digital, artificial intelligence, robotics or virtual and augmented reality (VR and AR). If the theme of our previous Bank Design report was 'community', the theme of this report is 'experience' – whether that experience flows from excellent use of the five senses in the physical space, or the delight that users feel when a well-crafted smartphone-based banking app enters their lives. Branches are now vying to offer customers the best and most inspiring experiences, whether delivered via professional grade technology (ie, surpassing consumer or home tech levels) or through the most modern interior design elements. In these pages we examine three particular elements of design and user experience: the technological and digital experience in the branch, the physical experience experienced there, and the user experience of neobanks.