Old National Bank understands digital banking, but their customers still prefer in-person assistance.
Old National Bank hired Adrenaline to update its physical spaces to attract more customers in banks with comfortability and ease.
The Digital-Physical Challenge / A New Challenge for the New Decade
Old National Bank faced a challenge: balance digital banking with brick-and-mortar branches. Even though customers were conducting more and more transactions online, they still preferred in-person banking for more personal services such as taking out a loan. This is especially true for millennials. Old National needed to update its physical locations to appeal to these customers, making the in-person banking experience as unique, seamless and comfortable as its online counterpart.
Re-locate, Re-think, Re-model
Old National Bank focused its efforts on its flagship branch in downtown Indianapolis. First, it moved the branch to a trendy location on Monument Circle, with the intention of increasing foot traffic to the bank. It then set about creating a new Old National banking experience, enlisting Adrenaline’s help to do so.
Creating the Bank of the Future
We partnered with Old National Bank’s architect and technical team to concept, design and create the Old National Bank of the future, all in just eight weeks. To ensure that the simple aspects of the branch were automated, we replaced the teller line with cash-recycling pods, and installed Interactive Teller Machines (ITMs) for transactions that don’t require face-to-face interaction. For more complex transactions, we trained bank employees and encouraged them to roam freely and talk to customers rather than working an immobile teller station.
The New Old National
With its flagship branch revamped, Old National Bank has begun integrating the new features into its other branches, with plans to modernize all Old National locations in the near future.