Since we knew that Millennials were not regularly visiting branches, we decided to look outside the category for inspiration and insights into their needs, wants, and desires. How did they like to spend their time? Where did they hang out? What types of experiences did they seek out?
Our insight was that HSBC future branches needed to be a destination for more than just banking. Millennials are drawn to experiences that help them to grow and learn, and are looking for ways to connect with each other and their communities.
HSBC future branches would need to integrate physical, technological and human experiences.