U.S. Bank revamping branch network for the digital age

Five markets across the U.S. are among the first to see brighter, more collaborative in-person banking spaces

Gone from the Southwest Plaza branch in Littleton, Colorado, are the plexiglass expanse of teller lanes and large wooden desks scattered across the main floor. They’ve been replaced by a lighter, brighter palette along with customer support stations that provide space for one-on-one interactions and engagement offices that allow for more in-depth conversations.

The Denver metro area is one of five markets across the U.S. Bank footprint undertaking significant branch renovations, joining Minneapolis-St. Paul, Nashville, Portland and several cities in California. While updates to branches across the footprint have been rolling out the past several years, these are the first areas to see them across a full market.

The reinvestment reflects the bank’s approach to branches and the importance they play in customers’ financial lives at a time when many are increasingly comfortable with digital banking but still want an in-person approach, said Sekou Kaalund, head of branch and small business banking at U.S. Bank.

“Money is intensely personal. Even as more customers are using online banking, they still want a physical branch nearby to have meaningful conversations about their money,” Kaalund said. “Our new branch design is more relationship-focused than ever before. Whether it’s a quick chat or a deeper conversation, our branches have different spaces to connect to help our clients meet their financial goals.”

The renovations are part of a new, multi-year plan to update the bank’s full branch network on a 10-year cycle, with Boise, Des Moines, Phoenix, St. Louis and additional markets in California scheduled for next year.

In the newly revamped branches, customers can use in-lobby ATMs for more routine tasks like making deposits and getting cash. Many of the branches also feature a large community space that is open to the public and new cafés with coffee and other beverages for customers.

The branch renovations come at a time when U.S. Bank’s digital capabilities continue to set the bank apart, including winning best-in-class smart assistant from Corporate Insight and top recognition for best mobile and online banking from both Javelin Strategy & Research and Keynova.

“We’ve made managing money easier than ever to our customers, wherever they are and whenever they need to,” said Jeff Lewis, U.S. Bank West regional executive for branch and small business banking, whose region is home of two of the first renovated markets and has two more regions planned for next year.  

The branches now offer customers access to specialists in business and commercial banking, wealth management and mortgage services.

“Our branches are designed with relationships in mind, providing the space to bring together all aspects of U.S. Bank for our customers,” Kaalund said.