Trends in branch design for banks incorporating cafe lounges and tech lifestyle concepts.

Since 2000, financial institutions, design agencies, and management teams have debated the future role of physical bank branches. The central question remains: will mobile and digital banking eventually render brick-and-mortar branches obsolete? Any marketer claiming certainty about the relevance of branches in the next decade is merely speculating.

Most financial institutions recognise the ongoing need for a physical presence, which is why they continue to innovate, experimenting with various branch sizes and formats. Some pioneering institutions, like ING Direct (now Capital One), made the bold move to eliminate transactions from branches entirely, transforming them into pure cafes.

That was then. Today, more financial institutions are redesigning their branches into lounges and cafes, adopting the concept of the “third place”—a comfortable environment between home and work where people can gather. Retail banks are increasingly implementing this strategy (see DBS branch design images above and below).

Tech-Lifestyle Branch Design at DBS
DBS, a leading financial services group headquartered in Singapore, operates across 18 markets with a growing presence in Southeast Asia, Greater China, and South Asia. As a frontrunner in digital transformation, DBS aims to create a banking experience that is simple, seamless, and invisible, allowing customers more time to focus on the people and things that matter most. Their marketing team invites customers to "Live more, Bank less" as part of this vision.

In its ongoing journey to redefine banking, DBS has introduced a lifestyle-oriented space targeted at Generation Y/Z. The new branch at Plaza Singapura mall features a “cafe + branch” concept, with an open-plan layout and relaxed ambiance. Upon entering, customers are greeted by the inviting aroma of freshly brewed coffee from the "Better Barista" espresso cafe.

With a focus on younger generations, the branch delivers a highly digital experience, offering services such as cash deposits and withdrawals through advanced ATMs equipped with video teller capabilities.

At Campbell Rigg, our continuous process of renewal enables us to benchmark and analyse best-in-class retail trends across global market sectors. The images in this article have been sourced from the web and are credited to their respective creators.

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