As banking rapidly shifted from in-person to digital-first, Diebold Nixdorf sought to reimagine the physical branch not as a transactional site—but as a space for building trust, offering financial advice, and delivering high-touch service. Our team led the strategic vision and design of modular branch formats that could flex with changing customer needs and local market conditions.
 

Through deep research and service blueprinting, we identified how banks could create more value by reducing space dedicated to routine transactions and increasing areas designed for personalized guidance. We imagined a range of branch experience concepts—from micro-branches to advisory lounges—each built around customer behaviors, employee workflows, and emerging technologies.
 

The result was a prototype micro branch concept meant to help financial institutions meet customers in the path of their life–a scaled down version of a full bank branch, with technology-enabled essential experiences focused on the most commonly used in-branch services.