The first launch of our Branch Transformation

We recently launched the first product in our broader Branch Transformation initiative at Truist.

Not a cosmetic update. Not a surface-level redesign.This is the first foundational piece in rethinking how digital intent becomes human connection inside the branch.

And we started with scheduling.

Which might not sound glamorous at first. But in many ways, it’s the most important place to begin. Because everything starts with intent.

Before someone walks into a branch, before a teammate greets them, before advice is given or a relationship deepens, there’s a small digital moment where someone decides they want help. Maybe they’re thinking about opening an account. Maybe they want advice. Maybe they just want to talk to someone about their financial situation.

That moment matters.

Historically, scheduling experiences across banking have been fragmented. Different entry points. Limited visibility into availability. Little context passed forward to the branch. Digital and physical channels operating alongside each other instead of working as one system.

The result is that conversations often start from zero.This new centralized scheduling experience begins to change that.

It brings scheduling together across digital channels and creates continuity into the branch. It captures why someone is coming in, not just when. It gives teammates context before the conversation begins. It helps branches better align staffing with real client demand instead of guesswork.

If you're curious, you can see the experience here: https://appointments.truist.com/

It reduces friction for clients. It improves preparedness for teammates. And it helps ensure the conversation starts in the right place.

But what excites me most is something simpler.It respects intent.

When someone selects “get advice” instead of “open account,” that signal matters. When someone schedules time for a financial check-in, that’s a meaningful moment in their relationship with the bank. Those signals shouldn’t disappear once the appointment is booked. They should travel forward, helping shape how the branch prepares and how the conversation begins.

If intent resets at every handoff, the experience breaks.

My background has always been rooted in systems thinking. Agency work, innovation programs, designing products that connect across platforms. When I look at a branch, I don’t see a standalone location. I see a node in a connected ecosystem.

This scheduling experience is one of the first structural pieces in making that ecosystem work more intelligently.

There’s more coming.

Better tools for teammates. More continuity between digital channels and in-branch experiences. Smarter orchestration between appointments and queue. And over time, more intelligent systems that help guide conversations in ways that feel natural and human. Transformation doesn’t happen with one launch. It happens with a series of thoughtful changes that build on each other.

This is simply the first step.

And I’m incredibly proud of the designers, product leaders, engineers, and branch partners who helped bring it to life. Real transformation takes cross-functional trust and a shared belief that the experience can be better.

The branch isn’t being refreshed. It’s being re-architected.

And this is just the beginning.

See the full case study.