Case study

ISLAND SAVINGS

Vancouver, Canada

HE ISLAND SAVINGS division business. With a mandate for the of is re-design to be employed across a credit union network of 16 the entire group, RATIO frst laid Tbranches situated on out a modular system that could be and Gulf Island off the west coast deployed in different confgurations to of Canada, with more than 57,000 accommodate different demographics members. As Island Savings president in different branches but also to allow Randy Bertsch explains, the credit for quick reconfgurations within union decided recently that it needed branches. (Some branches, for instance, to change the way it did business: are on First Nations lands.) This design “[It was] not just the decor in our built scalability and fexibility into the branches – but how we did business in work along while maintaining brand our communities, a new, better way to continuity. serve our members.” Each location gets a further local Island Savings selected the architecture identifcation through local artwork and interior design agency RATIO to and on a deeper level through the use create its branch of the future, based where possible of local materials – a on the idea that the effective service of move that strongly resonates with the its members, and the building of long- sustainable ethos of the credit union. term relationships, would lead it to the The images from , Duncan, best design. Jubilee and Tuscany Village branches show how the new design has a very The work began by using models to uniform brand feel. forecast the requirements of customers from diverse communities that live on Brand experts Boyle Design the islands. Although Island Savings, collaborated with RATIO to create a like most banks, is experiencing a rise distinctive logo inspired by the sand of customers using digital channels, dollar which is found all over Vancouver the credit union is conscious of its Island beaches. Four circular graphic role in providing space for community icons represent the credit union’s

Digital Branch Design | A Lafferty Report | Page 66 Case study

four core areas of business. These the extensive use of glass inside the shapes provide brand continuity and branches nods to transparency. are featured in all the branches, on transparent glass or wall surfaces, as Speaking about the end results, Mr well as on corporate brochures. Bertsch, commented: “They worked to understand our business and the market Recognition that individual relationships that we serve on Vancouver Island. between branch staff and members RATIO did research in other jurisdictions is key to the broader long-term to provide insights on best practices relationship building was the basis for among the leaders in the community every design decision. This resulted in banking space. They challenged our a design which provides clear sightlines thinking and provided research and and more “meeting space” between visuals to support the solutions they staff and customers. Advisors’ offces proposed. RATIO had a sincere interest were transformed into member-focused – and courage – to do something spaces by getting rid of the traditional different to move our business forward. ‘meet-across-the desk’ scenario. Now They gave us what we wanted, but the focus is shifted to the “side-by- better.” The proof of the concept is in side” model that allows customers to the customer reaction. “Our customers see the same information as advisors rave about our new Island Savings via wall-mounted screens. The credit identity and branch experience,” he union offers customers seminars in says. the same space. As is now de riguer,

Digital Branch Design | A Lafferty Report | Page 67 Case study

Digital Branch Design | A Lafferty Report | Page 68