As part of a research and design study during my time at Shikatani Lacroix Design (SLD), I participated in an agency initiative led by Jean Pierre Lacroix, president and lead strategist. that defined emerging disruptive forces that will impact banks in the future. We explored changing customer behaviours, gaps in customer needs, the future of banking, and the area I led was what digital experiences of the future will be. An ecosystem model was developed, that focused on consumer’s aspirational needs, like concerns with retirement, building financial stability, or support for a new business ventures. The ecosystem branch designs challenges the “one-size-fits-all” model, and rethinks the market based on needs and aspirations of distinct groups of customers. The ecosystem branch concept incorporates integrated digital experiences and complimentary services not currently offered by banks. The 3D animations depicted and the digital content and technology featured in these concepts where created by myself and members of my digital experience team at SLD.
This ecosystem meets functional and emotional needs of young families. Comfortable and warm design elements allow for personal conversations with staff. The space features digital experiences that help attract customers in and then deliver engaging 2-way communications once inside.
Gen Z and Gen Y have strong desires to begin tech startups and seek a space they can get council and assistance. The incubator ecosystem provides digital experiences that help educate and provide valuable tools to help launch new businesses and provide co-working areas.
Small business ecosystem
The ecosystem is bright and open with warm tones and a modern design. The spaces feature shared work spaces, meeting rooms, work areas, educational lounges and seating. The digital experiences include touch screen glass tables and a large transparent displays technology..
This ecosystem is geared to high income and investment banking. Services include planning for retirement, private and business banking.high end finishes and comfortable congregating areas are compliments with integrated digital experiences that elevate the space.
The various ecosystems feature the latest in digital experience technology converting work surfaces into interactive digital canvases that support virtual reality video conference technology. Dedicated private banking areas support the needs of Millennials starting their financial journey all the way through to Boomers planning their retirement.
My digital experience team and I helped define all of the digital strategy and experiences that complimented the physical environments. We helped envision the standards for in branch digital content and created a series of content spots intended to portray the vision of the future in content through tools for day to day banking and demystifying some emerging technology that is already beginning to surface.
This study was later expanded to a very insightful book written by Jean Pierre Lacroix with contributions in it from the team at SLD. To learn more about this study and the expanded book please visit: www.sld.com/publications/digital-ecosystems-and-the-future-of-retail-and-banking/