Washington Mutual - Occasio Branches

Washington Mutual's digital signage network spans roughly 250 of the bank's 1,700+ branches. Referred to internally as "WM TV," the network is another of the industry's earliest and most well-publicized (at least within digital media and A/V circles).

Installation began in 2001-2 with a lengthy pilot, and has continued in earnest, albeit very slowly and most in denovo locations, ever since. WaMu has cited a number of reasons why they adopted digital signage as a component of their Occasio branches (more on them in a minute), but most accounts include:

1. The pilot proved that the medium greatly reduced wait-line fatigue, increased product awareness, and was consist with WaMu's "un-bank" brand image.
2. By at least one account, published in a local business journal at the time of the test, WaMu believed they had statistical evidence that customers were switching their primary service activities to branches with screens because they were so much more pleasant to visit.
3. Quicker time to market or, per Les Gruner, the bank's VP of media and production, "the beauty of (the) system is that we can craft messages...that speak to products we may be featuring this month."

The bank has utilized a number of different (read: inconsistent) display formats and placements, including 42" plasmas behind the teller podiums/area, a "what's new" information wall, 3-wide banner displays above product walls, and short-lived above-ATM screens. With the exception of the banners, which run a substantially shorter loop, all the other screens I've seen run a roughly 20-minute show, half of which is daily-updated syndicated news and the rest of which is devoted to brand-building or soft promotion.

It's unclear why WaMu hasn't opted to deploy the system beyond a few core locations in Seattle and its denovo builds, but at least one explanation is the fact that the network seems inextricably linked to the overall "Occasio" retail format, which the bank launched as part of its national branching push in 2001. This is in many ways very unfortunate since, despite the silly show the bank made of patenting the format and the press it received in industry rags, anyone who has visited an Occasio branch knows they've been a pretty blatant failure.

Developed to be unlike any other branch format, Occasio, or "favorable opportunity," promised to eliminate lines, provide more personal service, and improve efficiency. Tactically, this manifested itself in a rotunda shaped interior where no staff are hidden behind desks or walls, the installation of free-standing service "podiums" rather than a teller counter, and cash dispensers along the wall, all wrapped in a garish color palette and dropped by the dozens in the bank's new markets across the US. A link to a virtual tour of an Occasio is available here: Link.

In practice, which is readily observable during any lunch hour here in New York, the design (completed by retail agency Design Forum) actually created two lines--one for the teller podiums and one for the cash dispensers--and a massive amount of confusion, as customers figure out where to wait. It's telling, by the way, that the three executives responsible for the concept are no longer with the bank (two are at Barclays plc...enjoy, my English bretheren), and many of the branches have since been shuttered. But I digress...

Impart provides software, network management, and syndicated news services for WaMu and, as I understand it, most of the content is handled largely in-house these days. Design Forum designed the Occasio branch format.

(Photos taken from Impart, Washington Mutual websites, Digital Signage Quarterly magazine)

Citizens-Charter One - Network Rollout

With "video merchandising" deployed in roughly 850 of its 1,600 total branches, until recently Citizens-Charter One maintained the world's largest financial services digital signage network. While the network has been profiled in a couple of different industry publications over the years, it origins have often been confused. It also merits re-visiting due to its sheer breadth, both in terms of size and usage, and the number of learnings that have come from it over the years.

The network as it exists today consists of two separate digital signage initiatives, assembled when Royal Bank of Scotland purchased Citizens Financial Group (RI), and later Charter One Financial (OH). Citizens had begun to deploy digital signage in their "NICE" concept branches and had built a network of roughly 75 locations, less than 10% of the total footprint. Charter One, on the other hand, had made the decision to use their "digital communications network" (DCN) as their primary branch communications medium, and had deployed it to their entire network of 650 locations.

Screens (generally 42") were located above the teller counter and on kiosks in the branch lobbies of Citizens' branches, whereas they were located behind the teller counter in most Charter locations, as well as in a large "feature wall" dioramma facing the waiting area and the lobby. Both banks, and especially Charter, also maintained in-store locations, where larger screens (up to 84") were frequently mounted on the exterior wall facing the checkout counter or toward co-located Starbucks locations. In both cases, the bank's conducted a number of tests in select pilot branches, with results indicating that:

1. Improved the impact of promotional messaging (increased recall)
2. Improved customer perception of key brand attributes
3. Increased the number of products which could be put on display
4. Reduced perceived wait-time and improved satisfaction

In terms of content strategy, in a recent interview, Bill Harrison, director of branch marketing for Citizens-Charter One, commented that the network is aimed at making a three-tiered impression on customers,

It starts with the brand. The first impression when people walk in is 'This is a nice branch.' Their second impression is 'This bank has everything I'm looking for today.' And their third impression is 'I need to go and check that out now.' This exhibits itself through brand spots, spots that show product breadth and spots that tell you what to do next. you need to give consumers enough content that it's...entertaining and worthwhile.

Based on a few select branch visits over the past few years, Citizens-Charter uses a roughly 15-20 minute playlist of 20-30 second spots, although the timing of the loop is deceiving as a number of key spots are repeated more than once. News, weather, and sports updates for 21 unique regions appear prominently in the mix, and I would say that brand interstitials are featured more prominently than in other, more promotional networks. In addition to customer communications, the bank also uses the network to reach its employees , delivering training videos, product launches, and other corporate communications before- and after-hours. Sound does not seem to factor prominently in the multimedia experience, although ambient music does play in the "NICE" branches, and I can remember seeing content in the old Charter One branches that included an audio track.

The Citizens "NICE" branches were originally designed by Lippincott, and employed Impart software and content services to manage the network. Charter One's branches were designed by John Ryan and managed using the company's ScreenRed software and content services.

(Photos taken from ScreenRed, Impart, and Lippincott websites, ABA Bank Marketing article)