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The Branch and Its Zones

In order to ensure that your branch runs as efficiently and effectively as possible while also meeting your members’ expectations, you must consider the Branch Zones and how your floorplan is built strategically to support those zones.

This will make or break the Member Experience in your branch.

The branch zones determine the function of each section of the branch, beginning from a warm entrance, to advising, transacting, and even providing places to rest and reenergize. Every single part of the branch should be built purposefully with strategy behind the design and elements in each area. Not only that, but they should also be built to optimize member and employee directional flow according to their placement next to each other.

A correctly-zoned credit union or bank branch prototype design is vital for a positive overall Member Journey as it fosters seamless and logical progression from one space to the next.

This strategy provides your members with a nearly effortless and intuitive visit into and throughout your branch, making it easier for them to achieve their financial purposes and goals with your team and more enjoyable for them to return again and again!

Use the graphic above to reference as you read more about each zone and its purpose.

ATTRACT ZONE

This first zone is the exterior of your branch. It not only includes the building façade, but the entire property as well, which will likely include road signage, drive-thru, directional signage, and landscaping. This zone should work for you 24/7, day and night.

Key Elements:

  • Road Signage
  • Building Signage
  • Nighttime Illumination
  • Iconic Design Elements
  • Entry/Exit Points
  • Directional Signage
  • Drive-Thru

INVITE ZONE

This zone is the first entry point of the branch, also referred to as the vestibule. This zone may include double entry doors, 24-hour ATM/ITM’s and be well-lighted for nighttime use.

Key Elements:

  • Card Entry
  • Lighting
  • 24-hour ATM/ITM
  • Branding
  • Marketing Signage
  • Branch Hours
  • Music

WELCOME ZONE

The Welcome Zone is the first zone of the main branch. It should have key lines of site to employees and other, easily accessible zone through the branch. This is also a key point for visitors to be welcomed and directed to their needs.

Key Elements:

  • Well-lighted
  • Cleanliness
  • Visibility/Good Lines of Sight
  • Digital Signage
  • Branded graphics
  • Iconic feature
  • Universal Banker/Greeter/Concierge

TRANSACT ZONE

Likely the anchor point of your branch, if not the traditional purpose of a customer or member’s visit. Can be the central design element, or off-set based on strategic intent.

Key Elements:

  • Teller Pods
  • Traditional Teller Lines
  • Drive-Through Screens/Tubes
  • Cash Recyclers
  • ATMs
  • ITMs
  • Assisted Self Service

DISCOVER/EXPLORE ZONE

This is a multi-purpose zone meant for self-discovery of products and services, while also acting as an informal location for onboarding and semi-private advisory sessions.

Key Elements:

  • Touchscreens (Large Format and/or Tablets)
  • Digital Signage
  • Tech Bar
  • Consulting/Engagement Fixtures
  • Marketing Collateral (Traditional or Digital)

ADVISE ZONE

A critical branch differentiator when compared to digital channels, the Advise Zone affords opportunity for in-person dialogue, counseling and advice and acts as an important component in account openings, cross-selling and thus share of wallet.

Key Elements:

  • Consulting/Engagement Fixtures
  • Offices
  • Computers/Touchscreens
  • Digital Signage
  • Traditional Signage

COMMUNITY/CONFERENCE ZONE

Whether combined for smaller footprint branches, or as separate zones/rooms for larger square-foot branches, this zone acts as an opportunity for employees to huddle and meet, whether they be branch staff, or those from corporate using the rooms for miscellaneous meetings. Additionally, the room can be offered to the community as a gathering place, which can be booked independently, with it also having an “off hours” entry point for non-employees.

Key Elements:

  • Digital Signage
  • Two-Way Video
  • Table and Chairs
  • Community/Branded Wall

VIDEO ZONE

A smaller room suited for a customer or member to communicate with a “remote expert” via 2-way video.

Key Elements:

  • 2-way video (camera & screen)
  • Remote Expert at secondary location
  • Room for several customers & Employee
  • Can act as secondary office

EMPLOYEE ZONE

Also considered “back of the house” for employees, this zone will likely the critical elements for an employee’s need before and after work, as well as during lunch breaks.

Key Elements:

  • Tables
  • Lockers
  • Quiet Room
  • Refrigerator
  • Kitchenette
  • Tablets/Computers (personal use)

Contact LEVEL5 to enhance your Credit Union or banking member experience!

A seamless, interactive journey throughout the branch is imperative to take care of your members’ needs. They want to be comfortable with their financial institution, knowing that they can trust that their finances are in good hands, and the first step to building trust is creating a high quality, unparalleled in-person branch user experience.

Here at LEVEL5, we understand the importance of the Member Journey. It is an undeniably important concept to consider when we design and build credit union and bank branches for our clients. We have the years of experience needed to execute this strategy, enhancing your branch in your network with a modern, effective floorplan zone that speaks to your members’ needs.

Contact us today and find out how we can help you!

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