POSB Bedok Central is a unique 2-storey bank branch with many elderly visitors. Clientele can generally be separated into the tech savvy and the non-tech savvy.

Our challenge was finding a balance between incorporating digital technology yet retaining the
element of human service. Whilst digital banking is fast and efficient, it lacks a personal touch. Analog banking provides customers with friendly and approachable staff interaction. However, customers have to go through multiple touch points before they can speak to the service staff.

Hence, our solution focuses on creating a banking experience that encompasses both analogue and digital qualities, catering to varying customer needs. Technology is used to streamline the queue system and introduce self-service machines for tech-savvy customers, allowing them to save time. With the re-designed space for relationship managers, we hope to increase opportunities for interaction and building better staff-customer relationships.