Our design consultancy spanned a 2-year Term Contract to help the bank roll-out 18 no. retail banking branches, business banking centres, wealth management centres and prestige banking centres across Hong Kong.

Applying our widespread experience in retail banking customer experience, we helped adapt the pre-existing global design guidelines to suit each unique site context and location.

In each case, we developed a bespoke layout achieving a minimum ratio of 80 : 20 revenue-generating to back-of-house footprint. In fact, we were able even to exceed this figure (85 : 15) at some branch locations.

We also took on the challenge of raising the standard of detailing and constructability, whilst simultaneously Value Engineering these key elements as economy-of-scale was reached.

Security and customer experience must always be the key drivers. For example, bank tellers require direct access to back-of-house areas. But our deeper understanding of security flow helped us adapt each layout to link the Prestige and General Banking Teller areas to a common back-of-house zone. Cash security requirements, in our strategy, were addressed using the requisite ‘air-locks’ and Day Safe.

Finally, our lighting design played a pivotal role in ‘uplifting’ the Hang Seng brand experience in every new branch.