Projektek|Iroda Kereskedelem 

OTP retail branding

  • 12-13 Kálvin square, 1085 Budapest
  • 226 m 2 | 8

OTP Bank designated the Kálvin tér branch as the pilot of the image contest, the new branch concept was developed for this purpose by the invited designers. The OTP project team started the intensive work with the MádiLáncos Studio in order to implement it. The planning of the pilot branch began with a series of workshops, in which several central areas of the credit institution, customer experience experts and branch network employees participated. The floor plan layout of the branch was developed through multiple iterations, analysis and optimization of the customer journey. Paper and then wooden prototypes were made of individually designed workplaces and consulting furniture. The prototypes were tested in a working branch environment so that the opinions of the clerks and customers could be incorporated into the design of the final workstations in the new branches.

The Kálvin tér branch was handed over to customers on March 5, 2020, after a short test run. Customers are welcomed by the enlarged, 24-hour self-service zone, where they can make quick cash transactions using self-service devices and smart ATMs. Upon entering the customer area, customers are greeted by a tall waiting table, where they can familiarize themselves with the bank’s digital channels and applications on tablets and smart phones, and conduct transactions with the support of the customer service staff. From there, they reach the cash and express counters, where they can perform simpler transactions. Inside, in the quieter, more separated part of the branch, clients who come to the consultants can wait on comfortable armchairs equipped with phone chargers. The consulting workplaces are separated by individually designed acoustic screens with upholstered surfaces, ensuring discreet administration.

The clean work surface, the use of cable-free devices, the swiveling monitor and the design of the table top help customers to be served more directly, shoulder-to-shoulder. A children’s corner awaits the younger generation near the waiting furniture. By renewing the background areas, the employees got a more spacious tea kitchen, which provides a pleasant environment for morning meetings and rest during the day. The combination of the new interior design elements - the organic patterned carpet covering matching the OTP Bank’s image colors, the oak surfaces used on the walls and built-in furniture, the unique design wallpapers, the comfortable, varied seating furniture and the hanging lamps covered with felt make up the new, homey bank branch environment .