Our Work

Northwest FCU

The Branch That Will Never Go Unnoticed

The Details

Project Type: Branch Transformation

Project Size: Network-Wide

# of Branches: 12

# of Machines: 31

The Story

Northwest Federal Credit Union was looking to expand into the Metro DC area. They were on a mission to attract a new demographic to both increase membership and deposits, while also improving their in-branch experience with a more modern, retail-friendly environment. And they wanted to do this quickly, which meant they needed to find and renovate an existing building rather than building a new one.

After identifying a storefront in a high-traffic area, Northwest FCU set out to find a design-build partner that could create a unique branch design that could deliver a space that was built to collaborate with members and stand out in a busy metro area. That partner was DBSI + CFM.

The Results

To get this project off the ground, Northwest FCU and DBSI + CFM sat down for a 3-day intensive design session, where they reviewed multiple floorplans, renderings, and interior examples. This allowed our team to move at the speed of light to receive sign-off on an agreed-upon floorplan and interior elements.

With a solid plan in place, the team started the engineering process and then city review. After that was complete, design and construction began on a full renovation to the newly-purchased building. This included a new retail-friendly floorplan that allowed for more natural interactions between staff and clients with design features like Service Spots (a.k.a. flexible work stations) and Teller Towers. It also had updated design features like flooring, furniture, wall coverings, and millwork that stayed true to their branded aesthetic.

And this transformation included a lot more than just design and construction work; the branch came complete with a fusion of core-integrated technology, including a cash recycler integration (known as RTA) that allows for cash transactions to be completed from anywhere in the branch.

Once the redesign and tech were complete, it was time for DBSI’s Digital Signage Agency to come in and install a one-of-a-kind display guaranteed to make their branch (and brand) stand out. They had screens installed that connected both ends of the lobby and spanned over 20 feet in length. This display, also known as a WOW Wall, can be seen from outside of the branch, which attracts potential new members as they walk by.

Lastly, the DBSI Delivery Defined team came in to train the staff on how to become universal associates and operate in this new branch, from design, tech, talk tracks, choreography, even operational standards.

When it all came together, Northwest FCU was the proud owner of a new, retail-friendly branch in the Metro D.C. area that delivered on (and above) every one of their expectations. Existing members felt welcomed and engaged, new members started flooding in, deposits increased, and the staff operated at a more efficient level than ever before.