Branch Transformation Continues During COVID-19

The interior of Michigan Legacy CU’s Wyandotte branch includes a jukebox ATM. (Photo credit: Shawn Smith)

In 2019, our leadership team and board of directors agreed to a new strategic direction for our branch system that would help us encourage fintech adoption by members in an increasingly digital banking era while maintaining a strong branch presence.

We envisioned a streamlined branch system with smart technology and enough physical space to discuss personal financial lending products such as mortgages, auto loans and personal lines of credit. What we didn’t need was expansive lobbies to accommodate queues of members waiting to make deposits and withdrawals. Even prior to the pandemic, our own member research, national credit union and banking trends, and good old gut instinct informed us about the new role of the branch; namely while smaller, it would still provide members with a personal connection to credit union employees – and physical access to their money.