“It’s not simply ‘Oh I have mobile banking, therefore it’ll work,’’’ Maher said. “It’s got to be how you hire people, how you train people, how you reward people and how you manage them.’’

Still, it’s undeniable branches are getting slimmer. Entryways with towering marble columns and private offices spread over 10,000 square feet are becoming a relic. Most branches built today are a fourth to an eighth that size, with open floors to look larger.

“You don’t want to have a big mausoleum of a branch that has 12 teller windows and there’s two tellers,’’ said Sanchez of HSBC.

BBVA is going modular. Walls expand or contract as needed, turning a conference room into a spot for desks. The bank has found customers like the convenience of banking online, but that they want the security of brick and mortar. So while every product is available online, each branch has its own “client experience manager’’ -- 650 in all -- to ensure people are treated well when they arrive in person.

Even if technology is ready to take over banking, not all customers are ready. Some are still uncomfortable using ATMs to make deposits, or even cash withdrawals, according to Jim Matera, head of consumer business at Apple Bank for Savings. Rather than shrinking, it’s adding branches.

“We’re trying to continue to update our technology,” Matera said. “But we are not moving to a fully self-service kind of model. At least not in the near future.’’

Some major banks are studying local communities and opening specialized outlets. In areas with high concentrations of entrepreneurs, PNC and Santander Bank have been rolling out branches catering to small businesses. PNC has also taken a similar approach to tailor locations in college towns.

Santander wants small-business branches to feel like community hubs, inviting in local groups and offering financial education. Maria Veltre, who oversees branch transformation, likened the model to Lululemon’s hosting of yoga classes.

Couches and Coffee

Branch banking is also getting cozier. PNC hosted focus groups to hone its atmosphere -- buying rounded furniture for a “shoulder to shoulder’’ experience. Some new Santander branches have couches and “nooks” so customers feel like they’re in someone’s home. Veltre says mobile banking apps give people identical experiences, while branches make personal connections.

Capital One Financial Corp. is taking that a step further with its cafes. It points to a survey showing most people find banking and money stressful.