How to design an efficient and flexible branch concept for a bank that optimizes service processes while enhancing the customer experience? For the Berliner Volksbank, we have created a branch design called "Dickes B" that meets the requirements of a modern and customer-centric bank.
Berliner Volksbank is developing a branch network that speaks a unified, modern design language – with a clear focus on efficiency and functionality. The new concept aims to fundamentally optimize daily workflows for employees while offering customers smart, intuitive solutions for their banking needs. At the same time, it is designed for quick and seamless rollout across additional locations. To ensure this, dan pearlman Brand Architecture and ME-made GmbH collaborate closely, applying the “Design to Cost” principle to align creative ambition with budget requirements.
Ready for Roll-Out
The pilot branch at Hermannplatz centers around a completely new customer experience, launched under the motto “Dickes B”: The statement “Berliner Volksbank. Wir sind Neukölln.” (“Berliner Volksbank. We are Neukölln.”) is boldly displayed in large white letters on a deep blue wall. From the 24/7 self-service area at the entrance to the adjacent BVB Shop, the branch layout is clearly structured: a Mobile Banking Table, a Welcome Counter, compact consultation islands, and a waiting lounge define the space. Modern orange accents highlight key design modules. Traditional reception desks have been replaced with an agile, open advisory atmosphere. Minimalist digital tools such as the Mobile Banking Table and an intelligent queuing system enable more flexible and personalized workflows. Employees now rotate between stations rather than being fixed at one desk, supported by a layout that shortens walking distances and increases customer throughput. Height-adjustable desks ensure ergonomic comfort, while customers benefit from greater control over their waiting times.
Pilot Branch as a New Experience
Many services are now digitally accessible and designed for independent use, with staff support available as needed. Even before stepping inside, customers are welcomed by a more transparent and open atmosphere: conventional slat blinds are replaced by large-scale, yet discreet, views into the branch. The new design fosters a sense of accessibility and reflects the bank’s cooperative values, especially in the self-service zone. Photographs of the bank’s founders and short messages emphasize the feeling of shared ownership. Local storytelling—like maps of the neighborhood, anecdotes about Berlin, or a lounge table crafted from a Berlin linden tree—reinforces the bank’s connection to its community. A digital display shows the real-time number of cooperative members in the area. For more in-depth conversations, a separate consultation room offers privacy. Right next door, the Berliner Volksbank Advisory Center provides personalized service. A waiting lounge with a café corner and five additional consultation rooms create a warm and discreet environment. For employees not engaged in client meetings, a shared desk area with four flexible workstations supports agile collaboration. The first floor also reflects the new Advisory Center concept.
Full-Service Offering
Efficient rollout is a key priority for Berliner Volksbank. The concept achieves 100% standardization—across furniture, technology, and layout. This transparency allows for fast assembly, disassembly, and relocation of branches, making pop-up locations or pilot sites easily testable. Plug-and-play systems reduce costs and streamline installation. Existing branches are renovated without interrupting operations, ensuring continuous service for customers. During implementation in the first two locations—Berlin Neukölln and Königswusterhausen—special care was taken to maintain smooth collaboration between customers, staff, and contractors. Looking ahead, more customers can look forward to redesigned Berliner Volksbank branches opening across Berlin.
Adaptability as an Asset
The modular, standardized approach allows the new branch concept to adapt easily to different spatial and neighborhood contexts—always keeping customer proximity and local identity in focus.
