Scotiabank’s existing flagship Calgary location needed to be relocated to a new building in the core of the city’s downtown, at the high-profile Brookfield Place across two floors and 11,000 square feet. The goal was to create a “bank of the future” strategy and concept.
figure3 was brought on to translate the research and findings from IDEO to bring Scotiabank from traditional banking into the future with an immersive customer experience, and worked alongside KLR Design Group (our ONE Global Design partner in Calgary), to put all of the pieces into place.
Digital elements, educational services, and interactivity are embedded throughout the space so both customers and staff can engage, work and learn seamlessly. The “Universal Banker” concept was also introduced – they greet all guests upon arrival at the welcome desk and direct them to parts of the space that will help them most, whether it be helping them access self-service solutions, or simplifying access to advisors. Customer comfort is emphasized through various spaces to relax, work in group or individual settings, or have a casual chat with an advisor. Programming of local Scotiabank-affiliated events such as NHL games are shown on the TV monitors to increase the sense of community.
Customers are compelled to engage with various touchpoints and educational services through the combination of integrated digital, social, and customer-focused experiences throughout the open space. iPads can be borrowed from the Universal Banker to explore and learn at one’s own leisure.
The corridor between the two main spaces at ground level, with LED lighting designed to resemble binary codes, includes free wifi, private booths to instantly compare credit cards, check credit scores and mortgage options, as well as self-serve coffee.
Upstairs on the 2nd floor, open offices, workshop spaces and learning labs with modular partitions for brokers to host guests and meetings are found, along with floor-to-ceiling glass offices for executives. Bank tellers are also on the 2nd floor for those customers who prefer personal interaction for their simple banking needs. The Calgary flagship location has been a success in elevating Scotia’s banking to suit the evolving needs of digitally savvy customers into a much richer customer banking experience.