Designing iconic and smart spaces able to communicate the new brand positioning and ensure to all customers (retail and SME) a unique customer experience and a customized assistance. This is our answer to the ForteBank’s need to take the company to a next level according to the new market positioning.
A project about: Service Design, Interior & Architectural Design, Engineering
The retail bank industry is evolving worldwide into a more customer oriented model, showing some innovative directions. ForteBank, the Kazakhstan’s fastest growing bank, has recently merged with Alliance bank and Termirbank. After a great repositioning and branding project, the next step is to design (overall) 150 fast and casual branches for ForteBank and leading edge and premium branches for ForteBusiness. Different levels of service for two types of customers with different needs.
From a traditional banking landscape to a simple and unconventional one because great banking experiences are more than just a branch. This is the reason why the “restaurant”, and its different levels of customer experience has been our source of inspiration to redesign Fortebank and Fortebusiness’ branches throughout the Kazakhstan.
The friendly atmosphere of FortBank needs a new archetipe of retail space. A quick casual restaurant code and landscape which immediately communicate the concept of a fast and smart bank that makes customers feel comfortable while they easily do their daily operations.
A friendly place where people feel at ease to live the space. Consultants welcome clients and are always available for advice and support as it usually happens in a restaurant. They know their clients and how to make them feel rewarded in a place tailored to them. The brand colours (especially magenta and blue) accentuate the warm and fresh bank atmosphere. ForteBank wants to be smart for its clients by crossing every boundary.
A quick central area self assisted and ticketless for payment and loan. A fully assisted consultancy areas – which guarantee a high level of privacy – with quick casual sittings for longer consults. On the opposite side, various ATMs for cash in/out and payment operations.
We reinvented the branch concept in Kazakhstan moving away from the traditional bank stereotype (comfortless, employee oriented spaces and burocratic customer experience). Instead, the new ForteBank is a friendly bank that knows customers’ needs and dreams. A bank for your daily operations with the service “as you need”.
Massimo Fabbro, Chairman at DINN!
Just like in a real quick casual restaurant, the communication tone is cool and iconic so as to be friendly and smart. A wall chalkboard communication uses brand colours according to the desired level of service in order to help clients to fast individuate the right operation. Services are listed behind any panel for guiding the customers.
A catchy and simple vertical branding communication system facilitates the reading from the top to the bottom and engages customers into ForteBank retail world. Applied on the windows and the key zones, it has been thought to capture the customers’ attention.
Tall and thin lettering to match with the mass communication quick casual bank idea.
Smoothed and informal shapes to inspire a quick and smart bank. Opened and not scaring spaces which exude the Kazakh touch. Kazakh texture endorses the assisted area into the new ForteBank quick casual bank. The deep-blue texture let customers feel more comfortable during the assisted operations. Carpets designed with the same texture of the walls to keep the Kazakh roots adding a more international and retail code.
An innovative customer experience for SME clients which brings ForteBusiness branches to a premium level and to be a one-stop place for every customer’s needs.
A place where banking services are presented in a surprising fine restaurant landscape, delivering a professional service. An environment where exclusivity is combined with an open, welcoming and luxury experience.
A welcome desk integrated to a one-person working area in order to make more premium the ForteBusiness experience. As the main goal is to make customers feel welcomed, we designed a coffee area into a comfortable waiting zone and a fully assisted service, that avoids queue system – this has been thought because the welcome and the customer service come first.
The Kazakh texture, that wraps up the branch walls, and the finest materials such as wood and refined tissues, supports the ForteBusiness premium positioning. Grey texture let customers feel more comfortable into the dynamic waiting.
Pleasant and spacious consultancy areas and cash assisted area (cash 1 & cash 2) are easily recognizable thanks to walls communication and signage system that lives in harmony with the rest of the branch.
A tech and professional meeting room and two manager offices (one separated and the other one integrated into the consultancy area) reflect the premium, smart and warm character of the ForteBusiness branch.
Three banks that join in one. The biggest merger ever in Kazakh banking market. Fortebank relied on DINN! to bring the brand to life ensuring the brand identity to all touchpoints.