The trend toward hybrid work models and coworking spaces is changing the way global professionals work. And some companies are meeting the demand for dynamic coworking solutions by creating workspaces that meet the evolving needs of a diverse workforce.

With this initiative, DBS Bank Hong Kong is initiating significant change from within. Driven by its passion for people, DBS Hong Kong Corporate Real Estate Strategy and Administration – manager of the bank’s real estate assets – began renovating the eight office floors it occupies at One Island East in Quarry Bay in 2020.

“We spend almost half of our lives at work. We spend more time in the office than at home and more time with our colleagues than with our family members,” says Connie Liu, Head of DBS Hong Kong Corporate Real Estate Strategy and Administration. “The logical conclusion is that if people are happy at work, it is beneficial for the employer and also for their private lives.”

In fact, a healthy work-life balance is one of the most important factors that affect our happiness, so the bank strives to improve not only the customer experience but also that of its employees.

The Corporate Real Estate Strategy and Administration team is made up of professionals from diverse backgrounds and disciplines working in “four areas,” Liu says, including transaction and project management, building maintenance and corporate services. “The goal is to build a flexible and innovative culture that meets evolving needs,” she says.

Likewise, DBS’s brand promise of “Live more, Bank less” encourages employees and customers to live life more intensely. Open spaces, flexible furniture arrangements, wellness corners, social gathering areas and the DBS Learning Centre are just some of the elements of the “JoySpace” – a term coined by Erwin Chong, Group Head of Corporate Real Estate Strategy and Administration – that promotes collaboration and wellbeing at DBS Bank Hong Kong.

“The first phase of our office transformation began on the top floor when the Covid-19 pandemic was still in its early stages,” explains Liu. “With employee safety as our top priority, we experimented with touchless technology. In 2022, phase two began with a focus on sustainability as part of DBS’s broader efforts to implement company-wide best practices as we work toward net-zero carbon emissions.”

To engage employees, the team ran a series of workshops where employees did things like collect coffee grounds to dye pillowcases for the cafeteria or create murals out of recycled keyboard keys. In one of the biggest projects, 100 employees took part in a beach cleanup in Sai Kung, where they collected driftwood that a local artist used to create a sculpture that now stands in the bank’s social center.

Certainly, creating a colorful, relaxing and comfortable workplace encourages creativity and contributes to a sense of community and team spirit. “However, all these initiatives were part of a transformation journey,” says Liu. “They were not just for sustainability, but were part of an overall concept that encourages employees to go beyond their comfort zone to expand their skills and knowledge. The success of our bank depends on the success of people. That’s why we invest a lot – not just money, but also resources and space.”

About a third of a floor at One Island East is dedicated to a learning center. “It’s not a training center; we don’t train people,” Liu says. “Instead, we enable them to learn and grow. Our leaders always say, ‘No failure, no success.'”

Built in 2024, the new Learning Centre will serve as a dedicated place for DBS employees to expand their knowledge, improve their skills and stay up to date with the latest trends in digital, fintech and employee development. The centre provides collaborative spaces for knowledge sharing and also offers interactive workshops to enable continuous learning within the company.

This human-centric approach extends to customer banking as well. The new state-of-the-art, high-tech DBS Treasures Centre in Hong Kong’s Central District enhances the banking experience with a human-centered design approach, smart check-in service and a seamless online-to-offline experience at every stage of the customer visit.

The 1,390 m² centre features a modern, upscale design, including a sun-filled atrium, a multifunctional lounge, round “meeting pods” and comfortable furnishings in the bank’s signature red.

“We designed the space from the customer’s perspective,” Liu adds, explaining how the team created a “model” of the space to gather customer feedback before renovations began. “Our consideration of all customer needs – from the frosted glass meeting rooms that ensure privacy to the round tables that convey a sense of equality – enables an elevated experience that reflects the brand’s promise.”

From the technology-focused Treasures Centre to creative workspaces, the future of work and customer experience will evolve and change. By working proactively rather than reactively, Liu and her team believe DBS is at the forefront of change in Hong Kong. “I can proudly say that we are well prepared and future-ready. We talk to our end users. They know their daily needs and we listen to them. Because our work environment encourages rapid knowledge sharing. Human-centered design is the key to success.”