All In One - Banco BPI

BPI All I One is an innovative and unique project in the panorama of Portuguese retail banking, creating a new avant-garde reference point towards a future that is digital, inclusive and sustainable. The project for Banco BPI, the commercial banking arm of Portugal’s third largest financial group, sought to condense six different departments including front of office service functions as well as back office, at its new flagship Lisbon headquarters in the iconic Monumental Saldanha building. The new integrated concept was underpinned by the fundamental Banco BPI brand principles of experience and harmony, which were translated architecturally in line with the bank’s aspirations to revolutionise the customer and public experience. The approach saw the creation of spaces and installations that support the highest levels of customer care and exceptional service while allowing the spaces to assert themselves to create a user experience that was surprising, captivating and unforgettable. This meant introducing different elements through the process that were not just physical but also challenged the senses of the customer. One aspect of this was the introduction of a new scent for the space with tiny notes of wood, oranges and flowers, evoking senses that are reinforced in the shapes and colours used across the space. There are other pod areas around the space with flavoured waters to taste or the latest 3D technology, all designed to challenge the senses and encourage the customer to think beyond the reason they may have actually visited the bank. At the heart of the project was understanding and reimagining customer service typologies and then establishing a concept where these could be delivered within the confines of a building with poor natural lighting conditions and limited natural ventilation while also seamlessly incorporating the required technology within the proposed architecture. The result is a series of spaces that respond to customer needs while continuously challenging the user’s senses in an innovative and exciting way. The customer journey itself begins in a spacious and fluid space with two entrances, one of which offers a spectacular double-height atrium with digital walls where fluid patterns continually change colour and appearance. This area can be secured at one end when the bank is closed, providing 24-hour access to ATMs and ensuring that function is never compromised over form. The ground floor is connected to a lower and upper floor through a mezzanine and at the edge of the welcome area is a sculpted staircase that connects the lower and ground floor, creating an open feel to the scheme while also maximising the available natural light. A warm palette with vibrant notes is used to not only ensure a light and airy atmosphere but also highlights the different areas. A project inspired by the trends and ideas seen more commonly in retail and hospitality, focused not just on what customers need but also how they feel. The result is a space that is exciting and avant-garde where customers don’t just want to visit, they want to stay.