A cashless retail bank branch that appeals to a new generation of customers was Ahli United Bank Kuwait’s vision for their new Smart Branch. Located in Kuwait’s largest shopping mall, this branch is designed to stand out. It has a generous, open shop front and large screens that display a running feed of the bank’s social media accounts.
The branch combines self-service digital platforms and face-to-face customer support. We mapped out the customer journey to ensure that they can access what they need quickly and efficiently. ATMs and kiosks empower customers to manage their finances independently. Tablets and touch screens allow them to browse through the bank’s products.
There is a consultation lounge for private meetings with branch relationship officers, and a remote consultation pod for discussions by phone or video link. A virtual queuing system informs customers when they can meet with the relationship officer via their mobile phone. Our design for this space is easily adaptable so that new technologies can be installed in the future.