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.
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.
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.
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.
“Since remodeling these branches, account openings have increased 66%, and ATM transactions have gone up 60%.”
“Our customers have really responded to the new Old National Bank. We’ve truly created the bank of the future.”
Bob Renock, Director of Creative Content Design at Old National
