Citizens is modernizing its branch network through a multi-site program that creates new locations and transforms legacy branches into welcoming, technology-enabled environments that support hybrid banking.
Challenge
Modernizing a diverse branch portfolio required balancing evolving customer expectations with operational requirements across a wide range of existing conditions. Each location needed to improve customer flow, consultation space, brand visibility, and technology integration while accommodating footprint, phasing, and delivery constraints.
Solution
Our design begins with test fits that align program requirements with available space and operational needs. Ranging from targeted refreshes to full reconfigurations, relocations, shrink-to-fit strategies, and ground-up facilities, the program establishes a consistent approach that responds to local community needs. Infrastructure upgrades include expanded IT and data capacity, electrical improvements, digital display systems, façade branding, accessibility enhancements, and drive-up ATM upgrades.
Outcome
The program creates welcoming and efficient branch environments that support deeper customer relationships and smoother staff operations. By establishing a consistent yet adaptable model across the network, Citizens can deliver locations efficiently while supporting ongoing modernization, expansion, and long-term performance.
Open teller lines were replaced with enclosed glass consultation rooms, supporting private conversations and a more advisory-focused banking experience.
NORR is delivering a multi-site branch program for Citizens across its network, creating new branches and transforming legacy locations into welcoming, technology-enabled environments that support hybrid banking. The work ranges from targeted refreshes to full reconfigurations, relocations, shrink-to-fit strategies, and ground-up locations. Each project improves customer flow, consultation space, brand visibility, and digital infrastructure while establishing a consistent planning approach that supports efficient delivery and allows each branch to respond to local needs.
Each site begins with collaborative test fits to align program requirements with available footprint, operational needs, and phasing constraints, enabling efficient progression through permitting and construction. Interiors are reorganized to support advisory banking, replacing open teller lines with enclosed glass consultation rooms that allow for private conversations and clearer service zoning. Teller areas are recalibrated to improve circulation, and modular partitions create adaptable zones as transaction patterns evolve.
Infrastructure upgrades support long-term performance and technology integration, including expanded IT and data capacity, electrical improvements, and digital display systems that guide the customer journey. Exterior work strengthens visibility and accessibility through updated façade branding, accessibility improvements, civil coordination, and drive-up ATM enhancements.
Across the network, these strategies create welcoming, efficient branch environments that support deeper customer relationships and smoother staff operations. The program establishes a consistent yet adaptable model that allows locations to be delivered efficiently and tailored to community needs, providing a scalable foundation for ongoing network modernization and expansion.
