We believe a modern bank and credit union design begins with the service model and in-branch experience.
The choice of modern design elements, like teller pods, hospitality inspired furniture or self-service technology, follows from those decisions.
At The Element Group, our designs start by understanding the goals of the branch and the desired customer and member experience.
Start With the Service Model
Establish how the branch will serve people before selecting its design elements. A location with frequent business cash transactions may need more transactional capacity. A branch focused on advisory services may need more private meeting space.
That service model guides the need and placement of modern branch features:
- Teller pods or self-service equipment for the transactions offered.
- Open sightlines so employees can acknowledge arrivals.
- Natural light through large windows and interior glass walls.
- A hospitality-inspired aesthetic with warm finishes and furniture that feels less formal than a traditional banking office.
- Conversational seating for discussions away from a workstation.
- Glass-enclosed meeting rooms with acoustic treatments and privacy banding.
- Digital signage and environmental graphics tied to the institution’s brand and services.
At First Credit Union’s Queen Creek branch, the prototype established a “360-degree movement” approach to member service. Teller pods and a flexible layout give employees room to move through the branch as conversations develop, with digital signage and promotional elements integrated into the environment.
Choose a Footprint That Fits the Branch
Ideally, the branch’s service model helps define its square footage, but in practice, an available lease or the limits of an existing space may define the footprint. The design then needs to reconcile the services planned for that location with the space available.
That can mean combining functions and reclaiming underused space:
- At New Horizons Credit Union’s Midtown Mobile branch, the 1,000-square-foot layout combined a teller pod with an adjacent desk. The design team added sliding doors to provide a more private setting for consultative conversations.
- At NAE Federal Credit Union’s Indian River branch, Element reconfigured oversized offices and repurposed underused space for back-of-house operations, including a call center.
- At Hawaii State Federal Credit Union’s Hawaii Kai location, the team planned a semi-private meeting zone leading into a fully enclosed office within 425 square foot grocery store branch.
- When working with one of the nation’s largest credit unions in California, the team used movable walls to create private meeting spaces during the day and open the space for community events outside branch hours.
Once the square footage is established, our team uses five zones to plan the branch’s choreography. Their proportions will vary, and a smaller branch may need to combine zones, but the overall intent stays the same across all branch designs.
Zone 1: Exterior
The exterior zone establishes how people approach the branch and what they understand before entering. Choreography begins with the route from the parking lot, sidewalk or surrounding retail space to the entrance.
Modern design elements in this zone include:
- Branded, illuminated ATM and ITM surrounds that make self-service locations easier to identify after dark.
- Outward-facing digital signage that introduce services beyond lobby hours.
At Harborstone Federal Credit Union’s Federal Way branch, Element incorporated a prominent ATM enclosure into the branch’s retail corner location. The illuminated surround gives the branch a visible presence after dark.
At Ridge View Bank’s Salem branch, the exterior roofline peaks take their shape from the bank’s logo. Integrated illumination can change color for holidays and community events, carrying the brand into the architecture itself.
Zone 2: Engagement
The engagement zone connects someone’s arrival with the service they need. Employees should be able to acknowledge visitors from the positions they occupy.
A modern layout and furnishings can support that first interaction through:
- Open sightlines between the entrance and employee work areas.
- A greeting point where customers and members can check in, ask questions and be directed to the right service area.
- Hospitality-inspired seating for waiting or an introductory discussion.
- Environmental graphics that express the institution’s identity.
At NAE Federal Credit Union’s Indian River branch, Element incorporated a history wall about the credit union’s origins serving Ford employees. That detail carried a specific connection to the membership into the renovated environment.
At Maine State Credit Union’s Rockland branch, Element placed private offices along the perimeter so natural light could filter through to the lobby. LED ceiling accents and a linear wood focal point carry the design through the public space, with teller pods visible from the main entrance.
At Unitus Community Credit Union’s Tigard branch, high ceilings and concrete flooring establish a modern industrial aesthetic alongside the credit union’s new brand colors. A custom teller bar houses equipment underneath, while glass walls and a variety of meeting spaces support the consultative layout.
Merchandising also belongs in this zone. Digital signage and service displays should reflect current marketing priorities, with a clear next step for someone interested in an offer. Employees need to be prepared to continue the conversation those messages introduce.
Zone 3: Transactional
The transactional zone needs to accommodate routine transactions while allowing employees to recognize when someone needs additional help. The choice between a teller counter, pods and self-service equipment depends on the activity at that location and the staff available to support it.
Design decisions include:
- Teller pods that open up the transaction area and allow employees to move between transactions and advisory conversations.
- Floor patterns that indicate where people should stand, without queue barriers.
- ITMs that provide access to remote teller assistance.
At Granite State Credit Union’s Rochester branch, ITMs serve the lobby and drive-through in place of a traditional teller line. Members can complete transactions with access to a member specialist virtually or in person.
At New Horizons Credit Union’s Midtown Mobile branch, two circular floor details indicate where members should stand at the teller pod. The floor treatment provides direction within the open layout without introducing a physical queue barrier.
Zone 4: Consultative
The consultative zone gives employees options for continuing a conversation beyond the transaction area. Some discussions can take place at an open desk; others require separation from the lobby.
Design elements should reflect those different needs:
- Glass office fronts that maintain visibility through the branch while enclosing private meeting spaces.
- Collaborative worktables where employees and visitors sit alongside one another to review information on a shared screen.
- Acoustic baffles and sound-absorbing wall panels that control noise while maintaining an open layout.
At Bay Federal Credit Union’s Marina branch, Element combined hanging acoustic baffles with felt-based wall and ceiling treatments in the open Financial Services Consultant area. Some acoustic materials feature printed wood textures, incorporating sound absorption into the branch’s aesthetic. Enclosed offices received additional acoustic treatments for sensitive conversations.
Zone 5: Offstage
The offstage zone supports the employees delivering the branch experience. Its placement affects how often they need to leave public areas and how they move between service responsibilities.
Planning should account for:
- A built-in kitchenette with coordinated cabinetry and branded drinkware and dishes.
- Café seating with some choice: tables for lunch, plus individual comfortable seating for someone who wants a quiet break.
- Layered lighting, including lighting over the counter and softer fixtures around seating.
- Acoustic finishes that soften appliance noise and conversation.
- Personal storage that keeps bags, coats and lunch containers from taking over the room.
At Dirigo Federal Credit Union’s Scarborough branch, the staff break room includes expansive windows and elevated ceilings. Access to natural light is part of the staff-area design as well as the public branch environment.
At Opportunity Bank’s Sanders administration building, the staff café includes banquette seating alongside counter-height and dining-height options. Updated appliances and stainless and quartz finishes complement warm wood flooring and a suspended wood ceiling. Although this is an administration building rather than a retail branch, it offers another example of how Element approaches employee spaces.
Make Design Choices That Can Evolve
A modern branch needs to remain useful beyond the design trends of its opening year. Put the longest-term investment into elements that are difficult to change, such as the layout, glass walls, acoustic performance and built-in millwork.
Reserve more expressive choices for elements that are easier to refresh, such as environmental graphics and digital signage.
Flexibility also comes from how the branch is furnished. Modular furniture gives institutions options as service needs change. At Bay Federal Credit Union’s Marina branch, the greeting station was designed in components that can be removed or reconfigured for events and future needs.
The CNB Bank branch prototype includes a digital coffee bar display behind an interchangeable overlay. The overlay and digital graphics can be updated for seasonal campaigns or community messaging without replacing the surrounding installation.
These choices give institutions room to update the branch over time while retaining the larger investment in its design.