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When I was a young newlywed, I used to go to the same old-time barbershop that my father went to. I’d love going in for a hair cut because they knew me and I’d always be sure to hear some new story of the old days, which would usually involve a relative of mine. I stopped going after a few years for a simple reason: it took too long for me to get my haircut. The head barber had a fatal flaw: he couldn’t talk and cut hair at the same time, and he sure loved to talk. I miss that time I used to spend with the old folks in that barbershop, but in this time-sensitive world I must frequent service establishments that are going to give me what I need quickly. This is especially true in the realm of financial services, and in particular for credit unions, which need to provide superior services while they build trust-based relationships. Therefore, the branch experience has to be designed with this dual goal in mind, using every design element within the branch to achieve this.

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