A new branch prototype featuring café, ‘dialogue pods’
With the christening of its latest branch, Augusta Metro Credit Union, introduced a new retail prototype boasting a more open and spacious floor plans and a wide range of the latest features.
Four paired teller pods, something Augusta Metro calls “dialogue banking” pods, have replaced the traditional row of tellers. Instead, customers are met by a greeter and taken to a stand-up workstation for their transaction.
“We got rid of tellers and the whole idea of getting in line,” said Butch Holley, VP Marketing/Augusta Metro, in an interview with The Financial Brand. “The drawer with money is gone, which is a whole new way to address security.”
[There is another photo with a view from behind the teller pods at the end of the article.]
The new branch includes a self-service cafe (shown above), something Holley said his friends call a “martini bar.” Pretty cool. Check out that fridge.
Part of the branch redesign included changes in how the branch is staffed. There is no longer a distinction between tellers and other branch functions. “Everyone is now a Member Service Representative,” said Holley. Even the senior management team has taken turns working the new branch, Holley said.
The branch also has two walk-up remote teller stations, something Holley prefers calling “‘walkup tellers,’ because ‘remote tellers’ sounds too cold and distant.”
One of the coolest features of the branch is that the vault for safety deposit boxes can be accessed through a biometric hand scanner. The system from Schlage is something Holley simply describes as “really, really neat.” You punch your PIN in, scan your hand and you’re in. It sounds very Bond — handy if you need to grab a spare Walter PPK and you don’t have time to wait for the next available MSR.
Holley offers this additional tidbit: “When including safety deposit boxes in your design, make a third of them small and the rest large. Everyone wants the big boxes these days.”
This newest branch for Augusta Metro replaces one of the credit union’s older branches nearby. There are plans to roll the dialogue banking pods out to other branches, but, as Holley puts it, “We’ll see how it goes with this branch before we make that investment.”
Augusta Metro worked with Howe Construction based in Georgia, and an separate interior design firm on the project.
Augusta Metro has 50 employees, 11,800 members, $57 million in assets and four total branches (including the new one).
Previous related stories from The Financial Brand:
- New FirstBank branch model features teller pods
- This Danish bank branch is beyond cool
- An interactive virtural tour of BankWest’s cool branches
Tags: Augusta Metro, branch design, cafe, floor plan, prototype, remote tellers, retail, safety deposit boxes, teller pods
August 25th, 2008 at 11:49 am
[...] August 25, 2008 · No Comments The new design concept for the Davis Road office has generated plenty of interest. Here’s a link to an article written by Jeffery Pilcher of the Financial Brand that details the branch and the concept. http://thefinancialbrand.com/2008/08/22/dialogue-pods-and-cafe/ [...]
September 2nd, 2008 at 11:01 am
It is nice to see credit unions focused on retail experience and productive interaction with their members. It is clear that Augusta Metro “gets it”.
September 2nd, 2008 at 11:18 am
Hi Bryan. Thanks for the comment.
Credit unions have always struck me as more willing to do something different with their branches. It probably has to do with:
(1) The fact that they are limited to a specific locale and can thus entertain a more tailored experience, and
(2) They have fewer branches, so they don’t have to remodel many existing branches nor worry about how to roll a new prototype out in 5 different footprints as new branches are built.
September 3rd, 2008 at 12:02 am
Hi Jeffry,
Great post. In India we have co-operative banks which are mostly local (though rarely single branched). most of them have highly personalized service and innovative touches. Nothing like this though:-)
September 3rd, 2008 at 7:38 am
Thanks for the comment Shalini. It seems teller pods are becoming the norm here in the States.