The DetailsLocation: Multiple Locations, AZ
Project Type: Branch Network Transformation
Timeline: 3 years
Project Size: 10 Branches
The StoryVantage West Credit Union was looking to make a bigger name for themselves by evolving its retail presence through a series of transformed branches. Dubbed the 10 x 22 Expansion Strategy, this project will add 10 newly transformed locations by 2022 (an aggressive project scale and speed by nearly all standards!).
But that wasn’t all. With an eye on providing an interactive member experience, Vantage also wanted to incorporate the latest design trends, technologies, and operational models. They wanted to shift to a dialogue banking model that was supported by Relationship Bankers. And rather than having tellers behind a line, they wanted a service model where staff would greet members at the door and be able to provide any service needed, from start to finish.
After an extensive RFP process, Vantage West knew that DBSI was the only firm that could provide everything they needed.
The ResultsBesides being a finalist in the Future Branches Innovator Awards, a peer-voted awards program that looks to identify the best in banking...this project really delivered big.
Developing all the groundwork for a Kit of Parts was first in order. Through a combination of research, best practices, and some live role-playing in DBSI's Ideation Center, Vantage West's playbook for the entire network was thoughtfully developed.
With the strategy and elements defined, DBSI wasted no time crafting floorplans for the first two branches. By investing the time and doing the strategy upfront, floorplans were approved and signed off in one day. Even better? For the remaining branches, the entire design process, from creation to approval, takes a mere 8 hours. Talk about saving time and resources!
The final branch experience incorporates an open design that includes flex offices and Service Spots for collaborative conversations, teller towers complete with digital signage, and inviting lobby environments for casual conversations.
The newest in-branch technology, including RTA, enables staff to complete cash transactions from anywhere in the branch, and members are engaged with dynamic digital signage displays.
With such a dynamic change and not wanting to leave anything to chance—Vantage West ensured their front-line staff was properly trained and ready to deliver the new staffing model by investing in DBSI’s Delivery Defined training program. By engineering the experience, staff understood the strategic intent behind the change, how to interact with members with all of the new key elements, and had talk tracks for engaging members. And the results have been phenomenal. Since opening, the new branches have received 100% member satisfaction and perfect scores on every secret shopper survey!
"OUR PARTNERSHIP WITH DBSI ALLOWED US TO DELIVER THE RIGHT KIND OF EXPERIENCE THAT WE ENVISIONED, IN A WAY THAT WAS COST-EFFECTIVE AND IN A WAY THAT DROVE CONVENIENCE, EASE OF ACCESS, AND ACCURACY."
Richard Paige | Director of Market and Product Development, Vantage West CU