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With the “Dickes B” concept, Berliner Volksbank developed a contemporary branch design that meets the demands of a modern, customer-centric bank, offering flexibility and efficiency without traditional blinds.
How do you design an efficient and flexible branch concept that optimizes service processes and enhances the customer experience, even during ongoing operations? For Berliner Volksbank, ME-made GmbH implemented the design concept developed together with the dan pearlman Group. With integrated digital services, strong claims, distinctive yet subtle Berlin details, and closely coordinated, collaborative project management, a new branch experience was created for Berliner Volksbank’s employees and customers.
Berliner Volksbank plans a branch network that speaks a unified and modern language, emphasizing efficiency and functionality. The new concept aims to fundamentally optimize the daily workflows of employees and offer customers smart solutions for their banking needs. The design is also intended to be quickly and easily rolled out to other branches. To ensure this, the teams of dan pearlman brand architecture and ME-made GmbH work closely together, merging design and budget according to the “Design to Cost” principle.
In the pilot branch at Hermannplatz, everything now revolves around a new customer experience under the motto “Dickes B”: “Berliner Volksbank. We are Neukölln.” will soon adorn the deep blue background of the pilot branch in the heart of Neukölln in large, blocky white letters. Starting from the 24-hour self-service area at the entrance to the BVB Shop, a clear spatial design impresses with a mobile banking table in the self-service area and a welcome stand, short-consultation islands, and a waiting lounge in the BVB Shop. The targeted use of modern orange highlights the new modules. “Bye-bye” clunky reception counters and “welcome” agile consultation atmosphere!
Digital and minimalist elements like the mobile banking table or the waiting number system create space for freer and more individual workflows. This means that employees are no longer fixed to their places but rotate between stations throughout the day. The thoughtful arrangement of simple and efficient modules shortens their walking distances and increases turnaround times for customers. Height-adjustable tables ensure more ergonomics at workstations. For customers, a waiting number system provides more freedom in organizing their waiting time.
Many services are also available to customers independently and digitally, with staff on hand to assist as needed. Open and bold communication reaches out to customers even before they enter the branch: typical blinds in the windows are replaced with a maximum view inside without compromising discretion. Overall, the new bank format creates a special closeness to customers and clearly emphasizes the cooperative aspect of the bank from the self-service area onwards. Pictures of the bank’s founding father and short claims reinforce the sense of belonging and community within the cooperative. Small Berlin stories, maps with neighborhood excerpts, and details like the lounge table made from a Berlin linden tree emphasize regionality and highlight the understanding of local customer needs. Here, a pegboard displays the current membership numbers of the district. For those planning more than a quick stop at their bank, a separate consultation room offers space for detailed advice and discretion. The adjoining consultation center of Berliner Volksbank provides room for individual customer service. A waiting lounge with a café corner and five additional consultation rooms offer customers a discreet and personal atmosphere. And for all employees not engaged in customer consultations, a shared desk with four workstations is available. The new concept is also reflected in the first-floor consultation center.
For Berliner Volksbank, an efficient rollout of the new design concept is particularly important. Therefore, the concept scores with 100% standardization from furniture to technology. This creates transparency and the ability to set up and dismantle branches more quickly, allowing for the testing of new locations through pop-up stores with shorter durations. Setup costs are also low due to easy assembly and plug & play solutions. To implement the new design concept while continuously providing customers with the usual service, existing branches are remodeled during ongoing operations.
As the general contractor, the ME-made GmbH team included the bank’s day-to-day operations in the planning. The special aspects of building in existing structures were considered from the start of the rollout. The friendly and cooperative interaction with customers and trades was also important in the implementation of the first two branches in the new design in Berlin Neukölln and in Königs Wusterhausen.
