Hamburger Sparkasse (Haspa) has opened its first “Branch of the Future” in Hamburg’s Niendorf district. A new branch concept is being piloted here that points the way for the industry and has a beacon-like character. While many banks cut back on the bricks & mortar business in the course of digitalisation, Haspa is banking on customer proximity and personal contact. By affiliating online and offline banking the Haspa branch acquires a central, expanded function, making it the heart of a new, multi-channel banking strategy. For Syndicate, work began with strategic orientation of the future branch and development of a guiding theme. In keeping with the so-called “home town” concept, in future each branch equally becomes a new neighbourhood meeting point for residents that goes beyond usual bank activities. Branches are supposed to be usable outside business hours as well, e.g. for local events such as lectures or readings. Initial implementation occurred via a functional business site (prototype) built for testing in a hall outside Hamburg. Extensive customer and employee surveys along with operational test runs were followed by project planning and realisation phases for the pilot branch. The branch network in the Greater Hamburg region is supposed to be refitted by 2020. The regional market leader is investing roughly EUR 30 million to accomplish this.