Blending banking and hospitality: Refining the bank branch experience

26/02/2025Interview

Jon Blakeney, an interior designer by training and one of the founding partners of I-AM, spoke at the recent Qorus Reinvent Forum – Bangkok. In a follow-up interview with Boris Plantier, he discussed the latest trends in bank branch design and the importance of an omnichannel strategy, sharing some bold and novel ideas for banks to reimagine their physical spaces. 

 

On your website, there is a page dedicated to your project for Virgin Money in the UK with a title I really like: ‘Making people happy about money’. Does this sum up your work with banks? 

A significant portion of the world’s population lacks confidence when it comes to money. This presents a unique opportunity for banks to bridge the gap between financial well-being and overall health. Now, more than ever, it is essential for banks to empower their customers with the confidence to manage their finances effectively. In today’s economic climate, this responsibility becomes even more critical. Bank branches have the potential to evolve into trusted spaces where customers can openly discuss major life decisions in a welcoming and supportive environment. We have always believed that this mindset should be embedded in every aspect of the customer experience.

By reducing financial stress and enriching people’s knowledge, banks can play a pivotal role in helping individuals move forward in their lives. Education and access to reliable information are powerful catalysts for success, and banks are well positioned to provide this support. Whether through TED Talks, free podcasts from business experts or seminars led by local entrepreneurs, bank branches can reclaim their role as pillars of the community, curators of financial and social learning. These dynamic initiatives not only alleviate everyday financial stress but also instill greater confidence in customers, empowering them to make informed decisions.

A natural extension of this vision is for banks to address the growing demand for co-working spaces. Why should customers spend their time working from Starbucks or WeWork when they could be engaging with your brand, connecting with like-minded individuals, and accessing valuable resources – all within the bank’s space? By embracing these opportunities, banks can transform their branches into vibrant hubs of activity, fostering energy, collaboration and increased daily foot traffic.

Want to keep reading?

Register for free to access Qorus freemium content

Leverage collective expertise and innovation to transform finance

Our global ecosystem brings together exclusive insights, interactive events, innovation hub and topical communities all in one place.

Related news & insights

Digital Reinvention
19/05/2025News

Monzo introduces feature to undo payments

By default, Monzo gives users 15 seconds to cancel a payment, but this can be adjusted to 10, 30, or...

ESG
19/05/2025News

NatWest partners with Money Wellness to tackle early financial distress

The initiative, which includes Royal Bank of Scotland and Ulster Bank customers, is designed to offer timely, practical assistance before...

Digital Reinvention
18/05/2025News

Nationwide launches real-time property lending check with Rightmove

The “property lending check” offers potential buyers a real-time assessment of whether a specific property is likely to qualify for...

Digital Reinvention
15/05/2025Study

Innovation Radar: Reinvention Awards Europe winners 2025

Discover the most innovative projects from banks and insurance companies in Europe.

Digital Reinvention
15/05/2025Article

Europe’s top financial services innovators honored at Qorus Awards ceremony

Qorus announced the winners of the second edition of the Qorus Reinvention Awards – Europe during an in-person ceremony in...

14/05/2025Article

CalBank strengthens physical distribution to meet the needs of every Ghanaian

CalBank is on a mission to change the way banking looks in Ghana, and they’re doing it with one key...

14/05/2025News

Bank of America expands physical footprint amid digital growth

150 new financial centers planned by 2027, with emphasis on community and accessibility.

Digital Reinvention
12/05/2025News

Klarna reconsiders AI push as human touch makes a comeback

Swedish fintech giant Klarna made headlines last year by claiming its AI tools could do the work of hundreds of...