Developing a Thai bank branch to adapt to the digital age of banking

The pilot Krungsi “Smart Branch” at Siam Paragon shopping mall in Bangkok was developed based on design recommendations we derived from a behavioral prototype with customers.

The pilot branch was positioned as a branch for digital banking customers who still prefer to visit a physical branch to consult with a knowledgeable staff person about financial products. The branch features trained staff who can advise on financial products, talks by financial experts in the customer lounge, as well as assisted and self-service banking services such as account opening, bill payment, deposits, and withdraws.

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