How could bank branches be improved?

As someone who has designed software for many a bank, as well as done ethnographic research in and around branches, I have some very direct ideas on how the banking experience at branches can be improved. 

Have express lanes. If someone is coming in to just do one thing, like cash or deposit a check, then have dedicated lines to support those "fast" transactions.

Have a "genius bar." A dedicated customer support area will allow the tellers to take care of the simple transactions and the customers with problems and/or questions can have their own place to go.

Have smarter ATMs. There is no reason that ATMs can't let customers see their last 10 transactions, or print out a statement. Basically, make ATMs self-service kiosks with better software and more features.

Have a change-making/conversion machine. Have a lot of change that you want to change into "folding money?" There is no reason anyone needs to stand in line to talk to a teller to do this. 

Seminars. Banks should offer free seminars to customers on money management, budgeting, etc. It helps customers, it helps the banks increase deposits when customers save more… it's a win-win.

Change the bank's operating hours. 9 to 5? Really? Have hours that make sense for customers, not for bankers.

Increase staff at peak times/days. Many banks already do this, but a surprisng number do not. Banks need to analyze/take advantage of their analytical data to refine thier staffing plans. Have more people on hand during lunch hours and on days when the majority of people get paid (usually every other Friday or the 15th or 30th of the month). This is customer service 101 stuff.

See question on Quora

Comments are closed.