Identifying the need to simplify its customer experience, BMO sourced Figure3 to redesign it’s 21,000sq ft Flagship at First Canadian Place. In the heart of Toronto’s Financial District, it was imperative the Figure3 retail design team created a space which achieved two major objectives: align BMO’s customer-first drive with it’s relationship-based brand model, and break down the physical barriers created by traditional bank branch models.
BMO’s “Making Money Make Sense” brand initiative resonated with their customers – though there was a disconnect in the physical touch points in reflecting these same principles.
Research completed by Figure3 revealed a customer who felt overwhelmed with the retail banking experience. With an understanding of brand needs, as well as client needs, Figure3 was able to create a unique customer experience to intersect these qualities, and create a consistent brand design rooted in simplicity and clarity.
Designed with BMO customers in mind, Figure3 developed an inviting and open concept experience to change the way customers think, feel, decide, and behave within a BMO bank environment. By removing physical barriers, including the removal of private offices and meeting rooms, the new design favours free meeting areas, or “hives” of banking activity.
Breaking up the long, transactional counter which defines traditional banks cultivates a more welcoming, modern approach to personal finance.
- First Canadian Place
- 21,000 sq ft