Shinhan Bank Opens Digital Customized Branch for Senior Customers

The First in Finance... "Shinhan Prepares an Easy and Convenient Bank for Seniors"

[Asia Economy Reporter Park Sun-mi]Shinhan Bank announced on the 27th that it has opened the financial sector's first 'Digital Customized Branch' for senior customers at its customer-centric Sillim-dong branch.

Shinhan Bank redesigned the branch space optimized for senior customers over the past year by analyzing big data of Sillim-dong branch customers and reflecting their opinions, under the motto of 'the easiest, simplest, and most comfortable branch in the world.'

The Sillim-dong branch installed ▲color guide lines according to business purpose ▲smart kiosks between simple service counters ▲digital customized screens for senior customers, all tailored to the customers' perspective.

First, the screen of the ticket dispenser was enlarged, and the dispenser options were simplified into categories such as simple tasks, deposits, savings, loans, foreign exchange, and investments. In addition, unique colors were applied to each service to allow customers to find the appropriate counter by themselves using the color guide lines. For example, a customer visiting for deposit and withdrawal services can select the green simple task option on the ticket dispenser and follow the green guide line to the counter to complete their transaction.

Employees assist senior customers who find it difficult to use digital devices, enabling them to handle transactions through both face-to-face counters and digital devices. Furthermore, reflecting feedback that ATMs are complicated, a 'Senior Digital Customized Screen' was developed. The ATM screen uses easy terms such as deposit money, withdraw money, and send money, tailored to senior customers' perspective, and only the four most frequently used menus are placed on the main screen to keep it simple. The screen uses large, bold fonts and color contrasts of green and orange to enhance visibility, and provides a 'slow speech service' that pronounces instructions 70% slower than conventional ATMs, allowing customers to easily complete transactions on their own.

Based on this spatial innovation case at the Sillim-dong branch, Shinhan Bank plans to gradually implement digital space innovations considering customer and regional characteristics at other branches such as Sinnnae-dong, Hagye-dong, Oryu-dong, and Nangok.

A Shinhan Bank official said, “As the digital transformation of finance accelerates, we planned this digital space innovation to help senior customers who are easily excluded from digital device usage. We will continue to strive to provide customer-centric financial services in line with Shinhan Financial Group’s vision of ‘Easier, More Comfortable, and Newer Finance.’”

This content was produced with the assistance of AI translation services.