# Level 5 > Full-service digital agency specializing in strategy, design, and technology. ## Untitled URL: https://www.level5.com/lets-launch Ready to unlock your growth potential? --- ## Get In Touch URL: https://www.level5.com/contact-form Description: Every success story starts with a conversation. Fill out a form, and we’ll reach out to connect with you soon. Get ready to experience the LEVEL5 difference. Let's connect. --- ## Ready to unlock your growth potential? URL: https://www.level5.com/launch Description: Ready to unlock your credit union’s growth potential? We’re excited to connect with you to learn more about your needs, goals, and vision. Ready to unlock your growth potential? --- ## Privacy Policy URL: https://www.level5.com/privacy-policy Privacy Policy Effective date: April 4, 2024 Updated on: April 4, 2024 This Privacy Policy explains the policies of LEVEL5 on the collection and use of the information we collect when you access level5.com (the “Service”). This Privacy Policy describes your privacy rights and how you are protected under privacy laws. By using our Service, you are consenting to the collection and use of your information in accordance with this Privacy Policy. Please do not access or use our Service if you do not consent to the collection and use of your information as outlined in this Privacy Policy. LEVEL5 is authorized to modify this Privacy Policy at any time. This may occur without prior notice. LEVEL5 will post the revised Privacy Policy on the LEVEL5 website. Information we collect When using our Service, you will be prompted to provide us with personal information used to contact or identify you. LEVEL5 collects the following information: Usage Data Name Email Mobile Number Work Address Social Media Profile Usage Data includes the following: Internet Protocol (IP) address of computers accessing the site Web page requests Referring web pages Browser used to access site Time and date of access How we collect information LEVEL5 collects and receives information from you in the following manner: When you fill a registration form or otherwise submit your personal information. When you interact with our Service. Your information will be stored for up to seven * years after it is no longer required to provide you the services. Your information may be retained for longer periods for reporting or record- keeping in accordance with applicable laws. Information which does not identify you personally may be stored indefinitely. How we collect information LEVEL5 collects and receives information from you in the following manner: When you fill a registration form or otherwise submit your personal information. When you interact with our Service. Your information will be stored for up to seven * years after it is no longer required to provide you the services. Your information may be retained for longer periods for reporting or record- keeping in accordance with applicable laws. Information which does not identify you personally may be stored indefinitely. How we use your information LEVEL5 may use your information for the following purposes: Providing and maintaining our Service, as well as monitoring the usage of our Service. Managing your account. Your Personal Data can enable access to multiple functions of our Service that are available to registered users. For the performance of a contract. Your Personal Data will assist with the development, undertaking, and compliance of a purchase contract for products or services you have purchased through our Service. To contact you. LEVEL5 will contact you by email, phone, SMS, or another form of electronic communication related to the functions, products, services, or security updates when necessary or reasonable. Marketing and promotional initiatives. LEVEL5 will use non-specific information gathered from you in order to improve our marketing efforts. Testimonials and customer feedback collection. If you share a testimonial or review about your experience using our Service, it will be shared or otherwise used on the website. Administration information. Your Personal Data will be used as part of the operation of our website Administration practices. Managing customer orders. Your email address, phone number, social media profiles, and other user account information will be used in order to manage orders placed through our Service. To update you with news, general information, special offers, new services, and events. Targeted advertising. Your Personal Data will be used to improve advertising efforts that are relevant to your specific interests. How we share your information LEVEL5 will share your information, when applicable, in the following situations: With your consent. LEVEL5 will share your information for any purpose with your explicit consent. For transfers of business. Your information will be shared in the event of connection, negotiation, merger, sale of business assets, financing, or acquisition of all or a portion of our business with another company. Third-party Sharing Any third party we share your information with must disclose the purpose for which they intend to use your information. They must retain your information only for the duration disclosed when requesting or receiving said information. The third-party service provider must not further collect, sell, or use your personal information except as necessary to perform the specified purpose. Your information may be shared to a third-party for reasons including: Analytics information. Your information might be shared with online analytics tools in order to track and analyse website traffic. Improving our Service. Your information might be shared with third-party service providers in order to improve our Service and/or interactions with providers. Marketing initiatives. Your information will be used for generating and sending newsletters, email marketing efforts, advertisements, and more. Improving targeted advertising campaigns. LEVEL5 partners with third party service providers to improve targeted advertising campaigns. If you choose to provide such information during registration or otherwise, you are giving LEVEL5 permission to use, share, and store that information in a manner consistent with this Privacy Policy. Your information may be disclosed for additional reasons, including: Complying with applicable laws, regulations, or court orders. Responding to claims that your use of our Service violates third-party rights. Enforcing agreements you make with us, including this Privacy Policy. Cookies Cookies are small text files that are placed on your computer by websites that you visit. Websites use cookies to help users navigate efficiently and perform certain functions. Cookies that are required for the website to operate properly are allowed to be set without your permission. All other cookies need to be approved before they can be set in the browser. Strictly necessary cookies. Strictly necessary cookies allow core website functionality such as user login and account management. The website cannot be used properly without strictly necessary cookies. Performance cookies. Performance cookies are used to see how visitors use the website, eg. analytics cookies. Those cookies cannot be used to directly identify a certain visitor. Targeting cookies. Targeting cookies are used to identify visitors between different websites, eg. content partners, banner networks. Those cookies may be used by companies to build a profile of visitor interests or show relevant ads on other websites. Functionality cookies. Functionality cookies are used to remember visitor information on the website, eg. language, timezone, enhanced content. You can change your consent to cookie usage below. Security Your information's security is important to us. LEVEL5 utilizes a range of security measures to prevent the misuse, loss, or alteration of the information you have given us. However, because we cannot guarantee the security of the information you provide us, you must access our service at your own risk. LEVEL5 is not responsible for the performance of websites operated by third parties or your interactions with them. When you leave this website, we recommend you review the privacy practices of other websites you interact with and determine the adequacy of those practices. Contact Us For any questions, please contact us through the following methods: Name: LEVEL5 Address: 2018 Powers Ferry Rd SE, Suite 750, Atlanta, GA 30339 Email: info@level5.com Website: https://www.level5.com Phone: 866-344-9108 --- ## Portfolio URL: https://www.level5.com/portfolio Description: The quality of our work is proven, not promised. See our impressive list of financial institution construction success stories from over 20 years of business. Experience the Best Results in the Industry Beginning with strategy, we’re ready to guide you through every phase of the design and build process so you can predict, plan well, build smart and grow sustainably. Check out our nationwide success stories. Are you next?  Redefining Growth at Wasatch Peaks Credit Union New Branch Prototype Bold reinvention is one of the qualities that really sets Wasatch Peaks Credit Union apart from its competition. A few years prior to engaging with our LEVEL5 team, a Wasatch Peak merger resulted in three distinct local credit unions becoming one cohesive credit union. This got Wasatch Peaks thinking about a much needed rebrand. Bold Reinvention. Impactful Results. Wasatch Peaks Credit Union, Plain City, UT Branch Design-Build Edwards Federal Credit Union, Palmdale, CA Branch Design-Build U.S Employees Credit Union, San Diego, CA Branch Design-Build Canvas Credit Union, Denver, CO Branch Design-Build First National Bank, Bastrop, TX Branch Design-Build Neighborhood Credit Union Branch, Waxahachie, TX Branch Design-Build Sun Community Federal Credit Union, Indio, CA Branch Design-Build Electro Savings Credit Union, St. Peters, MO Branch Design-Build Farmers Bank & Trust, Prosper, TX Branch Design-Build Colorado Credit Union, Brighton, CO Branch Design-Build Mazuma (Headquarters), Overland Park, KS Headquarters Design-Build Elevate Credit Union, Brigham City, UT Branch Design-Build Mazuma (Olathe Branch), Olathe, Kansas Branch Design-Build Innovations Credit Union, Panama City, FL Branch Design-Build Go Energy Financial Credit Union, Dallas, GA Branch Design-Build Hoosier Heartland State Bank, Crawfordsville, IN Main Office Renovation, Design-Build Primeway Federal Credit Union, Sugar Land, TX Branch Design-Build --- ## Cocktails & Conversation 2026 URL: https://www.level5.com/cocktails-and-conversation-sign-up Description: LEVEL5 is hosting an invitation-only, limited-capacity gathering for credit union executives. Cocktails & Conversation with LEVEL5 LEVEL5 is hosting an invitation-only, limited-capacity gathering for credit union executives. Join us in a relaxed setting to meet with peers, swap notes, and step away from the noise of Vegas. Tuesday, April 14 | 6:30–8:30pm Alibi Bar (Aria Hotel) Food + drinks on us. We look forward to hanging out with you and connecting over today’s credit union wins, challenges, and where growth is headed next. Space is limited—complete the form below to grab your spot. In partnership with CUInsight, National Credit Union Foundation (NCUF), and engage fi --- ## Connect With LEVEL5 URL: https://www.level5.com/talk Connect With LEVEL5 Building a growth plan is more complex than ever, and you can’t afford to guess wrong—on your next branch decision or your 5-year plan. LEVEL5 delivers a growth strategy based on your specific goals, so you know exactly what it takes to compete in today’s market. Our 5-Discipline Approach Strategy We translate your growth goals into a clear, data-backed plan—grounded in market analysis, member segmentation, ideal member profiles, in-person market visits, movement patterns, and real-world financial forecasting. Site Selection We identify high-potential sites where your ideal members already live, work, and move; and handle accessibility evaluation, due diligence, negotiations, and acquisition support—so you secure the right location with confidence. Technology We recommend the best-fit mix of branch technology—ITMs, cash recyclers, digital signage, and more—based on your ideal member profile and local demographics. .level5-split-section { width: 100vw; /* full viewport width */ margin-left: calc(-50vw + 50%); margin-right: calc(-50vw + 50%); padding: 80px 5%; /* wide padding for content, leaves space on edges */ box-sizing: border-box; color: #202020; font-family: 'Inter Variable', sans-serif; font-style: normal; font-weight: 300; /* body text */ line-height: 1.6; } .level5-split-grid { display: grid; grid-template-columns: 45% 55%; gap: 40px; align-items: start; } .level5-split-grid h3 { font-weight: 400; margin-bottom: 10px; } /* Tablet stacking */ @media (max-width: 1024px) { .level5-split-section { padding: 60px 5vw; /* keeps padding proportional on smaller screens */ } .level5-split-grid { grid-template-columns: 1fr; gap: 30px; } } Design We design branches that strengthen your brand and member experience, shaping everything from floor plans and traffic flow to member touchpoints and precise tech placement. Build We execute with discipline and detail—delivering a high-quality branch on time and on budget, backed by a proven track record of less than 2% change orders. --- ## Site Selection URL: https://www.level5.com/sitecopy Description: Having helped credit unions and community banks obtain more than $1 billion in real estate, we’re experts at identifying, negotiating, and acquiring the right site for you. Site Selection Find the Right Location. Unlock Long-Term Growth. Navigating Complex Real Estate with a Trusted Expert Securing the right site is one of the most critical factors in long-term growth. With our proprietary ForeSite Methodology™, we analyze traffic patterns, consumer behavior, demographic profiles, and competitor saturation to deliver pinpoint location recommendations down to the exact intersection. Strategic Site Identification We go beyond zip codes, using real-world movement analysis and proprietary market data to uncover locations where your ideal members live, work, and engage. The result: high-potential sites aligned with member behavior, traffic patterns, and future growth zones. While most firms deliver site options, we deliver site outcomes—locations that are primed to perform, not just look good on paper. Site Feasibility & Due Diligence Before you commit, we evaluate everything—zoning, access, parking, utilities, and overall build feasibility. We also manage due diligence from environmental studies and title reviews to utility coordination, so your investment is protected from day one. Every site is vetted through a rigorous lens to ensure it aligns with your long-term strategy and avoids costly missteps down the line. Negotiation & Approvals We know where deals get stuck—and more importantly, how to keep them moving without compromising your timeline. Whether you’re purchasing or leasing, our team negotiates on your behalf, managing every detail so you can stay focused on leading your institution. From entitlements and permitting to jurisdictional approvals, we clear the roadblocks that stall progress and drive up costs. Real Estate You Can’t Find on the Market With over $1 billion in real estate secured, LEVEL5 is the trusted partner credit unions and community banks rely on to unlock high-performing sites. We don’t chase listings—we uncover hidden opportunities and secure premium locations before they ever hit the market. In fact, more than 70% of the properties we acquire are off-market, giving you a powerful edge in competitive growth zones. Integrated Services Strategy Technology Design Build --- ## Strategy URL: https://www.level5.com/services/strategic-growth-planning Description: By combining comprehensive data analysis with strategic insight, we help you close the gap between vision and execution. Strategy Build Your Foundation for the Future Replace guesswork with grounded, data-driven strategy. Too many financial institutions move forward without a clear picture of performance or market potential—resulting in misallocated resources and missed opportunities. At LEVEL5, we replace uncertainty with insight. By combining market intelligence, real member behavior, and proven financial modeling, we deliver strategies precisely aligned to your objectives and built for measurable growth. Data That Drives Results Executives aren’t lacking data—they’re lacking direction. We cut through the noise to focus on what truly drives performance, delivering strategic roadmaps built for bold, measurable growth. With clarity and confidence, our clients move from insight to decisive action. Leverage Your Existing Data We analyze your current member base and overlay demographic data to define your highest-value segments. Track Real-World Behavior Through mobile movement analysis, we pinpoint the high-traffic zones where your members live, work, and shop. Assess Network Performance We evaluate branch-level performance across your network to identify what’s working, and what needs refinement. Gain Local Market Insight We go into the field to capture what numbers can’t—community sentiment, service expectations, and the realities that shape your member experience. Your Member DNA Understanding your members begins with the data you already have. By analyzing actual member behavior and pairing it with key demographic indicators—like age, income, and household composition—we uncover deeper insights into who your members are, what they need, and where growth potential exists. This intelligence goes beyond profiles and statistics; it empowers more personalized offerings, sharper service strategies, and more intentional expansion into the communities you’re best positioned to serve. Behavioral Movement Data Understanding who your members are is just the beginning. By analyzing mobile movement patterns, we uncover where people live, work, and shop—and, more importantly, where those routines intersect. These behavioral overlap zones reveal ideal locations to position your network for maximum accessibility, stronger engagement, and long-term profitability. Branch Performance We evaluate every branch across two critical dimensions: current performance and future potential. Then we map them using our Performance-Opportunity Matrix to deliver a clear, strategic playbook for your entire network. This approach grounds your decisions in real-world outcomes and historical trends—highlighting what’s working, what’s underperforming, and where to reinvest, refresh, or realign for greater impact. Precision Site Selection We pinpoint the precise location where your next branch will thrive—down to the exact intersection. Every site is rigorously evaluated for accessibility, visibility, traffic patterns, and long-term growth potential, ensuring each decision maximizes both performance and return on investment. Strategy Roadmap We don’t just tell you where to grow—we show you when to invest, how much, and in what order. Our 10-year growth strategy delivers phased priorities, branch-by-branch recommendations, and a calibrated development pace aligned with market realities and long-term goals. 10-Year Financial Proforma Our 10-year financial proforma gives you a clear line of sight into future performance—projecting asset growth, loan and deposit trends, and overall profitability with 92% accuracy. Built to align with your long-term strategy, it empowers smarter, more confident decision-making by showing when each investment will break even, generate returns, and fuel sustainable growth. Integrated Services Technology Site Selection Design Build --- ## Site Selection URL: https://www.level5.com/services/site-selection Description: Having helped credit unions and community banks obtain more than $1 billion in real estate, we’re experts at identifying, negotiating, and acquiring the right site for you. Site Selection Find the Right Location. Unlock Long-Term Growth. Navigating Complex Real Estate with a Trusted Expert Securing the right site is one of the most critical factors in long-term growth. With our proprietary methodology, we analyze traffic patterns, consumer behavior, demographic profiles, and competitor saturation to deliver pinpoint location recommendations down to the exact intersection. Strategic Site Identification We go beyond zip codes, using real-world movement analysis and proprietary market data to uncover locations where your ideal members live, work, and engage. The result: high-potential sites aligned with member behavior, traffic patterns, and future growth zones. While most firms deliver site options, we deliver site outcomes—locations that are primed to perform, not just look good on paper. Site Feasibility & Due Diligence Before you commit, we evaluate everything—zoning, access, parking, utilities, and overall build feasibility. We also manage due diligence from environmental studies and title reviews to utility coordination, so your investment is protected from day one. Every site is vetted through a rigorous lens to ensure it aligns with your long-term strategy and avoids costly missteps down the line. Negotiation & Approvals We know where deals get stuck—and more importantly, how to keep them moving without compromising your timeline. Whether you’re purchasing or leasing, our team negotiates on your behalf, managing every detail so you can stay focused on leading your institution. From entitlements and permitting to jurisdictional approvals, we clear the roadblocks that stall progress and drive up costs. Real Estate You Can’t Find on the Market With over $1 billion in real estate secured, LEVEL5 is the trusted partner credit unions and community banks rely on to unlock high-performing sites. We don’t chase listings—we uncover hidden opportunities and secure premium locations before they ever hit the market. In fact, more than 70% of the properties we acquire are off-market, giving you a powerful edge in competitive growth zones. Integrated Services Strategy Technology Design Build --- ## Strategy URL: https://www.level5.com/strategycopy Description: By combining comprehensive data analysis with strategic insight, we help you close the gap between vision and execution. Strategy Build Your Foundation for the Future Replace guesswork with grounded, data-driven strategy. Too many financial institutions move forward without a clear picture of performance or market potential—resulting in misallocated resources and missed opportunities. At LEVEL5, we replace uncertainty with insight. By combining market intelligence, real member behavior, and proven financial modeling, we deliver strategies precisely aligned to your objectives and built for measurable growth. Data That Drives Results Executives aren’t lacking data—they’re lacking direction. We cut through the noise to focus on what truly drives performance, delivering strategic roadmaps built for bold, measurable growth. With clarity and confidence, our clients move from insight to decisive action. Leverage Your Existing Data We analyze your current member base and overlay demographic data to define your highest-value segments. Track Real-World Behavior Through mobile movement analysis, we pinpoint the high-traffic zones where your members live, work, and shop. Assess Network Performance We evaluate branch-level performance across your network to identify what’s working, and what needs refinement. Gain Local Market Insight We go into the field to capture what numbers can’t—community sentiment, service expectations, and the realities that shape your member experience. Your Member DNA Understanding your members begins with the data you already have. By analyzing actual member behavior and pairing it with key demographic indicators—like age, income, and household composition—we uncover deeper insights into who your members are, what they need, and where growth potential exists. This intelligence goes beyond profiles and statistics; it empowers more personalized offerings, sharper service strategies, and more intentional expansion into the communities you’re best positioned to serve. Behavioral Movement Data Understanding who your members are is just the beginning. By analyzing mobile movement patterns, we uncover where people live, work, and shop—and, more importantly, where those routines intersect. These behavioral overlap zones reveal ideal locations to position your network for maximum accessibility, stronger engagement, and long-term profitability. Branch Performance We evaluate every branch across two critical dimensions: current performance and future potential. Then we map them using our Performance-Opportunity Matrix to deliver a clear, strategic playbook for your entire network. This approach grounds your decisions in real-world outcomes and historical trends—highlighting what’s working, what’s underperforming, and where to reinvest, refresh, or realign for greater impact. Precision Site Selection We pinpoint the precise location where your next branch will thrive—down to the exact intersection. Every site is rigorously evaluated for accessibility, visibility, traffic patterns, and long-term growth potential, ensuring each decision maximizes both performance and return on investment. Strategy Roadmap We don’t just tell you where to grow—we show you when to invest, how much, and in what order. Our 10-year growth strategy delivers phased priorities, branch-by-branch recommendations, and a calibrated development pace aligned with market realities and long-term goals. 10-Year Financial Proforma Our 10-year financial proforma gives you a clear line of sight into future performance—projecting asset growth, loan and deposit trends, and overall profitability with 92% accuracy. Built to align with your long-term strategy, it empowers smarter, more confident decision-making by showing when each investment will break even, generate returns, and fuel sustainable growth. Integrated Services Technology Site Selection Design Build --- ## Services URL: https://www.level5.com/services Description: Whether you're looking to increase your share of a current market or breaking into a new one, we’ll be beside you every step of the way. Reliable Data. Informed Decisions. Proven Results. Strategy Our strategic growth planning process is customized to your institution, grounded in real data, and proven to deliver long-term, predictable results. We take a holistic approach—evaluating your membership, market dynamics, branch performance, brand presence, staffing model, and more. By combining quantitative analysis with in-market intelligence, we help you confidently assess both risk and opportunity. The result? A clear, actionable roadmap that empowers you to invest wisely, grow deliberately, and outperform your peers. Strategy Technology We align every tech decision with your strategy, staff workflows, and member expectations. From front-line interactions to back-of-the house operations, we help you deploy the right technology in the right place for maximum impact. Our human-centric approach ensures your tech investments enhance service—not replace it. By mapping the full member journey and equipping your team to deliver with confidence, we transform complex systems into intuitive tools that boost performance. Technology Site Selection Site selection isn’t about zip codes—it’s about precision. With over $1 billion in acquisitions nationwide, we bring unmatched expertise in identifying and securing the right location to drive long-term growth. We combine behavioral data, traffic patterns, and mobile movement insights to pinpoint the highest-opportunity sites. Over 70% of the properties we acquire on behalf of clients aren’t even on the market. When the perfect site isn’t publicly available, we go get it. Site Selection Design Exceptional design doesn’t just look good—it works hard. We design branches that reflect your brand promise, delivering a member experience that’s anything but ordinary. Every layout, finish, and feature is shaped by your goals, your people, and your market. Because in a world full of beige boxes, bold design is your edge. Design Build We bring an unmatched level of attention to detail—that’s why our average change order rate is under 2%, and our repeat business is the highest in the industry.  A dedicated LEVEL5 superintendent provides full-time onsite supervision, keeping every project on schedule, on budget, and built exactly as planned. Build --- ## Home URL: https://www.level5.com/ Description: LEVEL5 is a state-of-the-art design+build firm dedicated to helping financial institutions reach their full potential. Unlock your growth today. LEVEL5 is more than a design-build firm. A lot more. Strategy • Technology • Site Selection • Design • Build How We Work Get In Touch Reliable Strategy. Predictable Growth. As consumer behavior and technology continue to evolve at a rapid pace, financial institutions that want to succeed have to evolve too. But it’s not just about brushing up on the latest tech. It’s about leveraging data and insights to understand your members and customers, the market and the community better so that you can serve them better. We can help you there. Over the last two decades, we’ve cultivated a culture of predictability and passion. We create predictability out of complexity, and we’re passionate about your success. Backed by an evidence-based and time-tested process, we’re ready to guide you through every phase of the design and build process so you can predict, plan well, build smart and grow up to 38% faster than your local peer financial institutions. About LEVEL5 The LEVEL5 Difference From the first idea to the final brick laid, we’re your competitive advantage on the road to success. How We Work Redefining Growth at Wasatch Peaks Credit Union Bold reinvention is one of the qualities that really sets Wasatch Peaks Credit Union apart from its competition. A few years prior to engaging with our LEVEL5 team, a Wasatch Peak merger resulted in three distinct local credit unions becoming one cohesive credit union. This got the Wasatch Peak leadership team thinking about a much needed rebrand. Bold Reinvention. Impactful Results. Edwards Credit Union, Palmdale, CA U.S Employees Credit Union, San Diego, CA Canvas Credit Union, Denver, CO First National Bank, Bastrop, TX Your vision. Our expertise. We don't just build financial institutions. We build strong relationships, earned trust and undeniable success. Our Portfolio Supporting our communities together We’re passionate about fostering health, happiness and fulfillment everywhere we go. That's why, in collaboration with our credit union partners, we're committed to allocating $250,000 a year to worthy efforts that seek to help our communities flourish. LEVEL5 Foundation --- ## Build URL: https://www.level5.com/services/build Description: As a licensed general contractor in all 50 states—and a firm focused exclusively on credit union and community bank construction—we bring unmatched expertise to every build. Build Let’s Build Your Success Together As a licensed general contractor in all 50 states—and a firm focused exclusively on credit union and community bank construction—we bring unmatched expertise to every build. With a proven track record and deep industry focus, we know what it takes to deliver results that last. Our success comes from a collaborative and hands-on approach. From flagship branches and multi-site rollouts to renovations, our construction team handles it all. Every project is led by a dedicated LEVEL5 Superintendent who provides full-time onsite supervision to ensure clear communication, total transparency, and delivery that’s on time and on budget. "Whether it’s a small renovation or a large-scale new branch, construction is about turning a vision into reality— aesthetically, functionally, and strategically."" — Kurt Klassen, Executive Vice President Streamlining the Construction Process Executing a successful build takes communication, coordination, and expert oversight at every step. We lead a collaborative process that eliminates surprises and delivers dependable results. Expertise Across Project Types & Sizes Whether it’s a 500 sq. ft. micro-branch or a 100,000 sq. ft. operations center, our team brings decades of experience managing complex financial institution builds across the country with the scalability to match your vision. 24/7 Access to Real-Time Project Updates Transparency is built into our process. Through our digital project management platform, you have instant access to real-time updates, schedules, documentation, and progress photos. Commitment to Local Labor & Materials We’re proud to partner with your community. Over 95% of each project is built using local subcontractors and materials, reducing costs, improving responsiveness, and reinvesting in the markets you serve. Culture of Collaboration From pre-construction to punch list, we prioritize strong relationships with clients, architects, vendors, and trades alike. Our team leads with clarity, eliminates confusion, and keeps everyone moving in the same direction. On-Time & On-Budget With a track record of less than 2% in change orders, we deliver quality construction that stays on schedule and within budget. .flex-container { display: flex; align-items: flex-start; gap: 5%; margin: 0 5%; flex-wrap: nowrap; font-family: 'Inter', sans-serif; } .flex-image { flex: 0 0 45%; max-width: 45%; height: auto; display: block; object-fit: cover; /* keeps aspect ratio while filling the box */ } .flex-content { flex: 0 0 50%; } /* Set consistent line-height for paragraphs and list items */ .flex-content p, .flex-content ul li { line-height: 1.6; } /* Responsive for tablets & phones */ @media (max-width: 1024px) { .flex-container { flex-direction: column; gap: 20px; /* more space between image and content */ } .flex-image, .flex-content { flex: 1 1 100%; max-width: 100%; } /* Limit image height on very small screens to avoid it being too tall */ .flex-image { max-height: 400px; /* adjust as needed */ width: 100%; object-fit: contain; /* scale image without cropping */ } .flex-content { margin-top: 0; /* gap handled by container's gap */ } } Integrated Services Strategy Technology Site Selection Design --- ## Technology URL: https://www.level5.com/services/tech-blueprint Description: We take a strategic, people-first approach to technology—aligning every solution with your goals, staff workflows, and member expectations. Technology Balancing Tech-Driven Innovation with Human-Centric Service Today’s members expect greater convenience, personalized service, and control at their fingertips. They want a seamless blend of digital efficiency and in-person interaction. That’s why we take a strategic, people-first approach to technology—aligning every solution with your goals, staff workflows, and member expectations. From self-service ITMs and tablets to media walls, digital signage, and integrated security systems, we deploy technologies that elevate service, streamline operations, and scale with you. Unbiased Technology, Tailored to You We’re not tied to any vendor, platform, or product line so you’ll never be funneled into a pre-selected solution due to exclusivity agreements or partnerships. We evaluate your strategy, operations, and growth plan to design a system tailored to your institution. "There’s no such thing as a perfect tech stack. There’s only a perfect-for-you tech stack."" — Kurt Klassen, Executive Vice President Expert Technology and Equipment Solutions Technology isn’t about features—it’s about fit. Every solution we implement is driven by strategy to maximize performance and fuel sustainable growth. From selection through implementation, we make sure your technology delivers. Strategy-First Approach Every technology recommendation we make is grounded in your broader growth plan and informed by market dynamics and member expectations. Comprehensive Decision Matrix & Scorecards Our proprietary scorecard and decision matrix process lets you objectively evaluate each tech solution, weighing functionality, integration capability, service models, and long-term ROI. Customized Tech by Market & Branch Type There’s no one-size-fits-all solution. We tailor your tech stack to each branch type and market, ensuring the right tools are in the right places to maximize impact. Vendor Selection, Negotiation & Training From contract to implementation, we represent your best interests—not a vendor’s. We vet providers, negotiate favorable terms, and equip your team with the training and confidence to excel. Business Case Based on Independent Data Every investment comes with clear justification. We build the business case with hard data and unbiased analysis—so you can present it to your board, CFO, or executive team with confidence. Customer Experience & Environmental Expertise Across 1,000+ Deployments With thousands of successful branch implementations nationwide, we know what creates friction—and what drives engagement. From lighting to interactive displays, we ensure every tech element contributes to a frictionless experience. .flex-container { display: flex; align-items: flex-start; gap: 5%; margin: 0 5%; flex-wrap: nowrap; font-family: 'Inter', sans-serif; } .flex-image { flex: 0 0 45%; max-width: 45%; height: auto; display: block; object-fit: cover; /* keeps aspect ratio while filling the box */ } .flex-content { flex: 0 0 50%; } /* Set consistent line-height for paragraphs and list items */ .flex-content p, .flex-content ul li { line-height: 1.6; } /* Responsive for tablets & phones */ @media (max-width: 1024px) { .flex-container { flex-direction: column; gap: 20px; /* more space between image and content */ } .flex-image, .flex-content { flex: 1 1 100%; max-width: 100%; } /* Limit image height on very small screens to avoid it being too tall */ .flex-image { max-height: 400px; /* adjust as needed */ width: 100%; object-fit: contain; /* scale image without cropping */ } .flex-content { margin-top: 0; /* gap handled by container's gap */ } } Integrated Services Strategy Site Selection Design Build --- ## Design URL: https://www.level5.com/services/design Description: We dig into your community, culture, and strategic goals to shape spaces that resonate visually, functionally, and emotionally. Design Experience the Difference of Thoughtful Design Design isn’t just about how a space looks—it’s about how it works. We translate your vision into a high-performance environment that reflects your brand, empowers your staff, and enhances the member journey from the moment they walk through the door. Our process goes far beyond floorplans and finishes. We dig into your community, culture, and strategic goals to shape spaces that resonate visually, functionally, and emotionally. Every design decision is intentional. By balancing aesthetics with efficiency and leveraging data with real-world behavior, we craft environments that inspire connection and enrich member interactions. "Your location may pull people in, but your branch design determines what happens next."" — Kurt Klassen, Executive Vice President Turning Your Vision Into Reality At LEVEL5, we don’t just create beautiful spaces. We design with purpose, translating your goals into environments that perform. Vision-Focused Architecture, Engineering & Interior Design Our integrated design team combines architectural expertise, engineering precision, and interior design creativity to deliver spaces that are both visually striking and structurally sound—built to support your vision from the ground up. Strategy + Function + Experience Design doesn’t exist in a vacuum. We consider how your space supports staff, serves members, and functions day to day—so every square foot delivers impact where it counts. Translating Your Brand Into the Physical From furnishings to signage, we weave your identity into every corner of your space, ensuring every touchpoint reflects and reinforces your brand promise. Thoughtful Integration of Technology We design with technology in mind, thoughtfully positioning screens, ATMs, ITMs, and back-office systems to enhance staff workflows and elevate the member experience. Photorealistic Renderings & Virtual Walkthroughs Before construction begins, we bring your future space to life with high-fidelity visualizations so you can refine every detail and move forward with confidence. Alignment With Budget & Schedule Creativity doesn’t mean compromise. Our designs are built to align with your financial goals and construction timelines, without sacrificing vision or quality. .flex-container { display: flex; align-items: flex-start; gap: 5%; margin: 0 5%; flex-wrap: nowrap; font-family: 'Inter', sans-serif; } .flex-image { flex: 0 0 45%; max-width: 45%; height: auto; display: block; object-fit: cover; /* keeps aspect ratio while filling the box */ } .flex-content { flex: 0 0 50%; } /* Set consistent line-height for paragraphs and list items */ .flex-content p, .flex-content ul li { line-height: 1.6; } /* Responsive for tablets & phones */ @media (max-width: 1024px) { .flex-container { flex-direction: column; gap: 20px; /* more space between image and content */ } .flex-image, .flex-content { flex: 1 1 100%; max-width: 100%; } /* Limit image height on very small screens to avoid it being too tall */ .flex-image { max-height: 400px; /* adjust as needed */ width: 100%; object-fit: contain; /* scale image without cropping */ } .flex-content { margin-top: 0; /* gap handled by container's gap */ } } Integrated Services Strategy Technology Site Selection Build --- ## About URL: https://www.level5.com/about Description: The LEVEL5 team is built on trust because smoke and mirrors are terrible building materials. Learn more about our mission and construction expertise. Our expertise. Your success. Backed by over a century of experience, we’re here to take the guesswork out of your next building project. Who We Are Our team is made up of innovators in technology, consulting, real estate, design, build and more. Predict 96% accuracy in forecasting loan and deposit growth Plan We have acquired over one billion dollars in real estate on behalf of our clients Build Our operations team brings over a century of combined construction expertise to every project Grow LEVEL5 clients grow 38% faster than their peers A History of Excellence We’re honored to weave a rich heritage of excellence through diverse expertise into every single partnership and project. Every LEVEL5 team member brings a wealth of knowledge and expertise to the table. Our Executive Vice President, Kurt Klassen, has been in banking since before banking statements became electronic. Actually, he was a trailblazer on that front, helping pave the way for online statements. During that process, Kurt really discovered how much cutting-edge technology has the power to impact environments, engagement, experiences and ultimately success. Our Managing Partner and CEO, Luke Kassler, brings his consultancy prowess and real estate expertise to the table. Together, and with several other industry-leading pioneers on the team, we’re dedicated to thinking (and building) outside the box to ensure your growth. Built on a Solid Foundation of Trust "“Our purpose is to streamline your growth so that you can focus on running your financial institution. Smoke and mirrors are terrible building blocks. You deserve honesty, transparency and excellence every step of the way. We pride ourselves in cultivating long-lasting partnerships and extraordinary results.”" — Luke Kassler, Managing Partner, CEO Mission focused and Results Driven Our mission is to guide financial institutions to their full potential so that they can serve members and customers well and help communities thrive. We understand that growth doesn't just happen. It’s the result of careful forecasting, strategic planning and a thousand other insight-driven decisions before construction even begins. We’re empathetic to the fact that your pain points are unique, so your strategic plan and execution must be custom. That’s why our team is made up of thought leaders, subject matter experts and solution-oriented design and build gurus ready to tackle any and every obstacle on your road to growth. Luke Kassler, Managing Partner, CEO Craig Bradley, Chief Operating Officer Kurt Klassen, Executive Vice President --- ## L5 Foundation URL: https://www.level5.com/l5-foundation Description: We’re proud to allocate $250,000/yr to the people and communities that need it most. We’re building hope. We invite you to build hope with us. Let’s strengthen our communities together. Our purpose-driven team is passionate about helping people in a way that leaves a lasting impact. We’re proud to allocate $250,000 a year to the people and communities who need it most. Because we’re not just building financial institutions. We’re promoting change. We’re supporting communities. We’re building hope. We invite you to build hope with us. Apply for the Foundation Help build our communities. Together with our credit union and bank partners, we’re committed to supporting people and causes that our communities care about most. Promoting change. Supporting communities. Building hope. We prioritize education. We fight cancer. We promote mental and physical wellness, and we fund dreams. Here are some of the partnerships and causes we’re proud to support: We partner with Community Financial Credit Union, the Children’s Miracle Network and CU4KIDS on an initiative called In the Cellar – a night dedicated to providing mental health resources for children in our communities. Together with Electro Savings Credit Union, we support its Foundation Bash, which provides grants for individuals doing good in the community. We partner with the New Hampshire Credit Union and the Make a Wish Foundation to bring hope and joy to children when they need it most. In collaboration with Wasatch Peaks Credit Union, we support The Wasatch Peaks Foundation, which fosters children and youth education, financial literacy, the environment, recreation and more. Together with 7/17 Credit Union, we offer a donation scholarship. Our team supports the National Credit Union Foundation as it strives to make financial freedom accessible through credit unions through events, grants and useful resources. We support Altra Federal Credit Union’s foundation to promote financial wellness by helping young people develop skills to set strong financial goals, budget, manage debt, save, invest, and maintain good credit. In collaboration with Heartland Credit Union and its foundation, we participate in a number of community development initiatives to help the local community thrive. Together with FirstLight Community Credit Union, we partner with their foundation, which facilitates financial wellness programs for local schools and universities. We partner with the YMCA for its Walk a Mile in Her Shoes® program. Our team supports Al Menah Shriners. Through the You First Foundation and the Wendy Kwan Memorial Golf Tournament, we support victims of brain injuries and their families. In partnership with America’s First Credit Union, the Alabama chapter of the American Foundation for Suicide Prevention, Aletheai House and Sight Savers America, we support mental health initiatives. --- ## Insights URL: https://www.level5.com/insights Description: Success for your credit union starts with understanding your market, your employees and your members and customers better. LEVEL5 can help. --- ## Supporting Members Through a Branch Transition URL: https://www.level5.com/insights/supporting-members-through-a-transition Description: When you’re moving through a transition, it pays to plan ahead—so you protect your most valuable asset: member trust. Category: Strategy Published: 2026-02-25 Closing a branch can be a clean operational decision—but for your members, it rarely feels that simple. Treat it like just another date on a project plan, and you invite confusion and frustration. When you’re moving through a transition, it pays to plan ahead—so you protect your most valuable asset: member trust. Start by mapping the transition from the member’s point of view. What will they do differently the week after the branch closes? Where will they go for cash? How will they deposit? Who will they call when something feels urgent? If you can’t answer those questions in plain language, your members won’t be able to either. Build confidence in the alternatives early on—well before you “need” members to use them. Don’t just announce that digital, ATM/ITM, and the contact center are available. Prove that they work. Run short, practical demos in-branch: “Here’s how to deposit a check,” “Here’s how to replace a debit card,” “Here’s how to get a cashier’s check.” Create clear instructions: set up quick-start guides, in-app prompts, and a dedicated phone option for additional support. Verify readiness: test ATM/ITM uptime, cash availability, and contact center response times. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Expect a learning curve—especially at the beginning. Review transaction patterns to identify the members who truly depend on that branch—members who handle cash often, small businesses making regular deposits, older members, or anyone who consistently needs in-person help. Those are the relationships that deserve a more thoughtful, guided transition. Reach out early with a simple, step-by-step plan—and give members one specific person they can call if they have questions. Offer scheduled appointments at the receiving branch, or set aside a weekly “transition hour” where staff are ready to walk people through the change. If distance between locations is a challenge, offer extra support with alternative options—hands-on ITM help, one-on-one mobile banking coaching, or limited pop-up service during the transition period. A branch closure can feel like abandonment—so lead with empathy, make the handoff personal, and reinforce human connection. Introduce members to their new banker and go-to team. A short welcome call, a personal email, or an in-person meet-and-greet event goes further than any generic notice. Finally, make the communication clear and consistent.  Lead with what’s changing, when, and what members should do next. Repeat the same message across every channel: signage, email, app, website, statements, and staff scripts. Give members multiple reminders with increasing specificity as the date approaches. The bottom line: As you redirect investment to the next chapter of growth you must protect member trust—or risk leaving valuable relationships behind. --- ## Why Satisfaction Is Rising—and Why Branches Still Matter URL: https://www.level5.com/insights/why-satisfaction-is-rising Description: Retail banking satisfaction is rising, thanks to clearer communication and faster problem resolution. Category: Strategy Published: 2026-02-25 In the world of banking, trust is what sets you apart from your competitors.  As of 2025, J.D. Power reports retail banking satisfaction is rising, thanks to clearer communication and faster problem resolution. And according to the American Bankers Association, 50% of consumers said they trust banks most to protect them from fraud. That’s exactly why physical branches still matter. A well-designed branch is where trust becomes tangible. When something feels urgent or personal—fraud, a major life event, a complex decision—people still want a place where help is immediate and human. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ So how do you maintain—and grow—trust and satisfaction? Make clarity a habit. Be direct about fees, timelines, and next steps, and be consistent in how you communicate across channels. Set your team up for faster problem resolution by assigning a single point person for each task type—and proactively updating members on common issues before they ever have to ask. Make security visible. Members don’t just want protection; they want to feel protected. Explain what’s happening in plain language, use timely alerts, offer simple “what to do next” guidance, to lower anxiety and build confidence. Use the branch for what it does best: advice and relationship-building—not routine transactions. Give staff the time and tools to solve issues on the spot. Because the institutions that win are the ones members can count on—clear, responsive, and reliable. --- ## Read This Before You Expand Your Drive-Thru URL: https://www.level5.com/insights/expand-your-drive-thru Description: Most credit unions and community banks make expensive drive-thru decisions based on what they think their capacity is—without validating what their drive-thru is really delivering day to day. Category: Strategy Published: 2026-02-18 A typical banking drive-thru interaction takes about 2.5 minutes. So, if you’re operating two lanes, your theoretical capacity is about 48 cars per hour. But here’s the catch: most credit unions and community banks make expensive drive-thru decisions based on what they think their capacity is—without validating what their drive-thru is really delivering day to day. Before you build a new lane, ask yourself the following questions: 1) What’s our true average cars per hour? Pull data from a normal week, then a normal month. Average customer volume tells you whether you have a real capacity issue—or simply predictable surges that can be relieved with smarter traffic flow, staffing, and lane management. 2) What does our busiest 15 minutes actually look like? If your busiest 15 minutes routinely backs up into the lot, blocks entrances, or creates safety risks, it’s doing more damage than you think. Long lines don’t just slow things down—they chip away at customer loyalty. If it keeps happening, your capacity deserves a closer look. 3) How many lanes are fully operational from start to finish? A lot of “two-lane” drive-thrus don’t actually function like two lanes. One lane stays backed up while the other is sitting empty.  If that sounds familiar, ask yourself: are any of these getting in the way? One lane is down because of staffing gaps (or it’s technically open, but nobody’s assigned to run it consistently). Equipment isn’t equal between lanes—one has the reliable setup; the other has the “temperamental” tube, scanner, drawer, mic, or ITM. Lane assignments create confusion. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 4) Are we routing transactions efficiently? What percentage of your drive-thru interactions are cash-heavy versus quick service? If most visits are straightforward—deposits, withdrawals, loan payments, basic support—you may not need more lanes. You may just need better transaction routing: deciding ahead of time where different transaction types should go so the line keeps moving. For example: Quick-service lane: deposits, withdrawals, loan payments, check cashing, balance questions Complex / assisted lane: business deposits, large cash, account maintenance, disputes—anything that naturally takes longer 5) What’s the real bottleneck: lane capacity, staff capacity, or decision time? Sometimes the lane isn’t the bottleneck—the teller is. If your process includes extra approvals, manual steps, or jumping between systems, that “2.5-minute” interaction quietly becomes 4 minutes. And when that happens, your capacity doesn’t just dip. It drops from roughly 48 cars per hour to closer to 30, without anyone realizing why. 6) Can we shift demand? Can we take pressure off peak times with a few smarter moves? Appointment-based service for complex needs so those longer transactions don’t clog the line. Stronger digital adoption campaigns that shift routine requests out of the drive-thru entirely. Incentives to use ITMs or self-service for quick, repeatable transactions. Staffing schedules built around peak windows so your strongest coverage matches your heaviest traffic. At the end of the day, the goal isn’t “more lanes.” It’s a faster, smoother member experience. When you measure real traffic, look closely at your busiest 15 minutes, and identify what’s actually slowing things down, you can often unlock more capacity with smarter adjustments—without paying for infrastructure you don’t need. --- ## More Access, Same Footprint: The Power of Drive-Thru ITMs URL: https://www.level5.com/insights/the-power-of-drive-thru-itms Description: A large share of today’s ITM usage is happening in the drive-thru—and that tells us something important. Members want quick and easy, with the option to talk to a real person when they need one. That’s why drive-thru ITMs are quietly becoming a real growth lever for institutions. Category: Strategy Published: 2026-02-17 A large share of today’s ITM usage is happening in the drive-thru—and that tells us something important. Members want quick and easy, with the option to talk to a real person when they need one. That’s why drive-thru ITMs are quietly becoming a real growth lever for institutions. The drive-thru is already your highest-intent lane Members who use the drive-thru aren’t there to browse. They’re there because they’re busy. They’re on the way to work, grabbing kids from school, running errands, or squeezing banking into a tight schedule. So when you upgrade a lane with an ITM, you’re not just “adding a machine.” You’re improving an experience your members already use. Extend service hours without extending your overhead Putting an ITM in the drive-thru is one of the simplest ways to extend access without keeping the whole branch open. It lets you offer early-morning and after-work service through a mix of self-service transactions and on-demand video teller support. In other words: more ways to serve members, without stretching payroll—and more flexibility in how (and where) you deploy your best people. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Better staffing and better conversations When ITMs handle the routine transactions, they free your team up to do what matters most: help members make decisions, solve problems, and feel taken care of. The ITM doesn’t replace your people. Done right, it protects their time for the conversations that actually drive growth—more deposits, more loans, and stronger loyalty. More value from what you already have Most institutions don’t need “more branches.” They need more performance per square foot. A drive-thru ITM is a practical way to expand service hours, improve staffing efficiency, increase convenience, and get more back from what you already have. --- ## Signage by Zone: Turning Passive Screens into Purposeful Tools URL: https://www.level5.com/insights/signage-by-zone Description: Every zone in your branch serves a distinct purpose—and your signage should reflect that. Category: Strategy Published: 2026-02-12 Every zone in your branch serves a distinct purpose—and your signage should reflect that. When messaging is aligned with the function of each space, signage becomes more than a visual element. It becomes a tool to guide behavior, reduce friction, and support both staff and member experience. Start by clarifying the intent of each area within the floor plan. 1. Queue Zone: Set Expectations and Offer Alternatives In the queue—whether it’s for teller service, a welcome desk, or appointment check-in—members are focused on one thing: waiting. Signage here should acknowledge that and offer value in the moment. Signage in this zone should: Set expectations: “Most transactions completed in under 5 minutes.” Promote self-service: “Try our mobile app while you wait.” Clarify next steps: “Need to speak with a loan officer? Let the greeter know.” This isn’t the place for broad marketing. It’s for orientation and reassurance. 2. Advisory Zone: Inform and Prompt Conversation Members waiting in or near offices are typically preparing for deeper interactions: loan discussions, account openings, or financial planning. This is the zone where attention is higher and dwell time is longer. Use this space to: Lean into product education: “Did you know you can skip a payment during refinancing?” Prompt questions: “Ask us about pre-approvals while you're here.” Reinforce value: “97% of members say our advisors make banking easier.” These messages equip members with questions to ask and help staff start more productive conversations. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 3. ATM / ITM Vestibule: Keep It Simple and Supportive These are high-speed, low-interaction spaces. Members are here to complete a task quickly. Signage should be minimal, helpful, and calm. Signage could: Reassure and guide: “Need help? Step inside or press the call button.” Encourage digital tools: “Try mobile deposit next time.” Emphasize safety: “This area is monitored for your security.” Don’t oversell here. The goal is comfort, not conversion. Signage as Part of the Branch Operating Model Done well, signage not only reinforces your brand but blends seamlessly into your operations. It supports a branch environment that feels intuitive and intentional. When members know where to go, what to expect, and what to ask, your staff can focus on higher-value conversations—the kind that build loyalty. --- ## How Mobile App Behavior Can Reveal Your Next Best Branch Location URL: https://www.level5.com/insights/mobile-app-behavior Description: Physical foot traffic has long been used to predict where a new branch location will thrive. But there’s a second stream of demand most institutions underuse: digital foot traffic. Category: Strategy Published: 2026-01-31 Physical foot traffic has long been used to predict where a new branch location will thrive. But there’s a second stream of demand most institutions underuse: digital foot traffic. Your mobile app produces a constant behavioral signal—logins, remote check deposits, person-to-person transfers, card controls, and more. That data doesn’t just measure digital engagement. When mapped geographically, it can reveal where in-person needs still spike—especially when activity is persistent, concentrated, and paired with signs of friction (high service-call volume, repeated failed attempts, unusually high support requests, etc.). In markets where members are banking heavily through the app, it may be wise to deploy a branch or micro-format that supports the moments people still want (or need) in-person help: fraud resolution and account recovery, loan conversations and financial guidance, large cash deposits or withdrawals, business banking needs, and the trust that comes with a face-to-face interaction during major life moments. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ At LEVEL5, we’re seeing forward-thinking institutions layer this “digital heat map” into site selection models alongside branch coverage gaps, cash-heavy trade areas, and growth corridors. The result is a clearer picture of where members are actively banking—but are underserved by proximity, format, or capacity. To meet these needs without driving overhead through the roof, calibrate the format to the size of the opportunity. Instead of defaulting to a full-service branch, deploy right-sized access points—micro-branches, advice studios, ATM/ITM hubs, or shared-space concepts—where demand is concentrated.  It’s a density-over-coverage mindset: fewer locations, placed with more precision, designed to serve the highest-intent pockets of member activity. Done well, the lift in visibility, trust, account openings, and card usage can be meaningful—not because you built “more branches,” but because you built the right access in the right places. It’s time to see your mobile app as more than a digital channel. It’s a map of opportunity. --- ## Your 15-Point Site Selection Checklist for Smarter Branch Growth URL: https://www.level5.com/insights/15-point-site-selection-checklist Description: Smart site selection replaces guesswork with a proven framework—evaluating every opportunity through a strategic lens to serve your ideal members. Category: Strategy Published: 2026-01-26 Site selection is one of the most pivotal decisions in any branch growth strategy. Get it right, and you unlock long-term performance. Get it wrong, and no amount of design, staffing, or technology can make up for it.  Smart site selection replaces guesswork with a proven framework—evaluating every opportunity through a strategic lens to serve your ideal members. Use the following checklist to get a clearer picture of a location’s potential (score each category from 1–5). Site Selection Checklist Daytime population & income mix: Are there nearby workers and residents with real deposit or advisory potential? Community fit: Is it near schools, nonprofits, or public spaces with similar customer demographics? Co-tenancy anchors: Is it near any high-traffic retailers (grocery stores, pharmacies, or big-box stores)? Foot traffic & peak split: Is volume steady throughout the week, with strong weekday morning and evening peaks? Competitor density & cannibalization: Are rival branches—or your own—too close? 5-8‑minute drive‑time coverage: How many target households or businesses fall within a 5-8-minute radius? Parking ratio: Are there enough stalls to handle peak lobby and drive-thru traffic? Drive-thru feasibility: Can you stack 5–8 cars per lane without blocking other access points? Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Convenience is the priority: Can drivers enter and exit easily from both directions? Visibility & signage: Will the branch be clearly visible from major approaches? Is monument and building signage allowed? Digital complementarity: Is there space and infrastructure for ITMs, ATMs, EV chargers, or smart lockers? Is fiber internet available? Cost to build & operate: Evaluate land, fit-out costs, utilities, staffing model, etc. Site constraints: Consider parcel size, floodplain risks, and landlord reliability. Zoning: Are timelines or approval conditions likely to delay the build? Security & risk: Assess lighting, sightlines, and local crime data. The best sites aren’t always on the “busiest corner.” They’re where your brand, your members, and real-world behavior align. --- ## Retail Real Estate Is Tightening — Here’s What That Means for Your Next Branch URL: https://www.level5.com/insights/retail-real-estate-is-tightening Description: Retail real estate is getting crowded again—and if your credit union or community bank is planning to grow, that has big implications. Category: Strategy Published: 2026-01-13 Retail real estate is getting crowded again—and if your credit union or community bank is planning to grow, that has big implications. Recent national data shows that retailers leased over 4.7 million square feet of space in the third quarter of 2025, bouncing back after a slower start to the year. But here’s the catch: very few new retail buildings are being developed. That means fewer available spaces, rising prices, and stiffer competition for the best locations. In short? Demand is up, and availability is down. What’s Driving This Shift? Prime spots are disappearing fast. Retail centers with strong visibility and consistent foot traffic—especially those near grocery stores and other daily-use anchors—are filling up quickly. That leaves fewer turn-key spaces for new branches. Better data just became available. As of November, ShoppingCenters.com refreshed its database of nearly 17,400 U.S. retail centers and over 360,000 tenant locations. It includes insights on anchor stores, traffic patterns, and neighborhood demographics—all critical factors for planning your next move. This data gives you a much clearer picture of which areas are heating up—and where your next branch can have the most impact. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ What This Means for Your Growth Plan If expanding your branch network is on the table for the next 12 to 24 months, you’ll need to think strategically. With fewer ready-to-go spaces available, the most successful credit unions and community banks are adjusting their approach: Looking off-market. Some of the best sites never make it to the open market. In fact, the majority of the properties LEVEL5 acquires for clients are secured off-market—before competitors even know they’re available. Repurposing existing spaces. Former pharmacies, restaurants, or bank branches can often be renovated more quickly—and more cost-effectively—than new builds. Letting data lead. By understanding tenant trends and foot traffic, you can spot underserved areas and place branches or ITMs where demand is rising—before the window closes. Now Is the Time to Act Right now, the market is rewarding institutions that move with clarity and speed. With supply tightening, sitting still could mean missing out—while your competitors secure the locations that set them up for long-term growth. But this is also a moment of opportunity. Better data and smarter strategies make it possible to secure the right sites, at the right time, and make growth predictable—not just possible. At LEVEL5, we help credit unions and community banks make these moves with confidence—from identifying the best locations to designing and building branches that fit your brand and market. Want to talk through your growth strategy? Start the conversation at level5.com/launch. --- ## Renovate with ROI in Mind: How to Pilot, Measure, and Scale Smart Branch Upgrades URL: https://www.level5.com/insights/renovate-with-roi-in-mind Description: Here’s how to turn your next renovation into a growth-generating pilot that delivers actionable insights and a measurable return on your investment. Category: Strategy Published: 2026-01-13 Done right, a branch renovation can fuel deposit growth, improve the customer experience, and increase staff efficiency. But unlocking that value doesn’t happen by chance. It requires piloting with precision—gathering the right data, tracking key performance indicators, and comparing results so you know exactly what worked, what didn’t, and where to go next. Here’s how to turn your next renovation into a growth-generating pilot that delivers actionable insights and a measurable return on your investment. Start with Baseline Data Before construction begins, establish a baseline by observing 90 days of pre-renovation performance. This gives you a clear “before” snapshot for comparison once the remodel is complete. Don’t just look at overall branch traffic. Break it down by functional zones such as lobby usage, advisory areas, and self-service zones. Make sure to  capture key metrics such as new accounts opened, deposit activity, average visit time, staff productivity benchmarks, utility usage, and customer satisfaction. This data gives you a holistic view of both performance and experience—laying the groundwork for post-renovation analysis. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Measure at Specific Intervals Post-Renovation Once the branch reopens, schedule strategic performance check-ins to track results over time. At each milestone, ask: Are deposit balances increasing? Are more new accounts being opened? Is traffic rising in advice zones? Are customers spending more time in the branch and reporting higher satisfaction? Has staff efficiency improved? Are energy and utility costs down? Pull both quantitative data (like transactions and utility use) and qualitative feedback (from staff and members). The goal is to capture a complete performance picture — from operational efficiency to member experience. Compare and Calibrate To evaluate the impact of your renovation, compare results to a similar branch that hasn’t been updated. If both show improvement, the growth is likely driven by broader market trends. But if the renovated branch significantly outperforms the other, that lift can be attributed to the changes you made. Let those insights guide your next move: If results are strong with measurable growth in deposits, engagement, or efficiency, scale the model across your network. If results are mixed, dig deeper. Maybe the layout improved operations but didn’t drive new business. Refine before expanding. If there’s no meaningful lift, hit pause. Reassess the market potential, member needs, and your execution. Too many financial institutions treat renovations as one-size-fits-all. But a fresh coat of paint or updated furniture alone won’t move the needle. Sustainable growth comes when design decisions are grounded in strategy, and aligned with member behavior, local market opportunity, and performance tracking. --- ## CDs: The Repricing Risk No One Is Talking About URL: https://www.level5.com/insights/cds-the-repricing-risk Description: More than 13% of total industry deposits are tied up in CDs scheduled to reprice within the next 12 months. As rates begin to shift, the concentration and timing of those maturities warrant a closer look. Category: Strategy Published: 2026-01-13 In 2023, banks moved aggressively into certificates of deposit (CDs) as a practical response to one of the fastest rate increases in decades. Deposits surged 24% in a single quarter, not because CDs became a preferred long-term strategy, but because they were immediately deployable, easy to price, and simple to execute. Today, more than 13% of total industry deposits are tied up in CDs scheduled to reprice within the next 12 months. As rates begin to shift, the concentration and timing of those maturities warrant a closer look. Falling Rates Don’t Automatically Help Earnings There’s a common assumption that when rates fall, margin pressure naturally eases. In reality, that relief doesn’t always materialize—particularly for institutions that leaned heavily on CDs during the rate run-up. As CDs come up for renewal, they’ll likely reset at lower rates while returns on loans may still be drifting down. Instead of improving margins, that combination can put pressure on earnings just when relief was expected. What looked like disciplined funding in a rising-rate environment can quietly become a headwind as rates decline. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Short-term CDs also reduce flexibility in ways that aren’t always obvious upfront. When a large share of deposits matures within a narrow window, options shrink. If liquidity tightens, credit conditions change, or loan demand shifts unexpectedly, institutions may find themselves managing rollover decisions at exactly the wrong time. Lower rates don’t guarantee stability on the deposit side either. Many CD holders are rate-sensitive by nature, and competition for deposits rarely disappears simply because yields decline. Even in a falling-rate environment, institutions may still need to defend balances with pricing or promotions, diluting much of the expected benefit of repricing. What to Do Now While You Still Have Time The institutions best positioned for 2026 are modeling CD rollovers now, stress-testing funding mixes, and gradually diversifying their deposit composition. They’re calibrating. Not reacting. The risk isn’t having CDs on the balance sheet. It’s realizing too late that they dominate it. Planning ahead turns a quiet vulnerability into a manageable decision—and preserves flexibility when it matters most. --- ## Shrinking to Grow: The New Discipline in Branch Strategy URL: https://www.level5.com/insights/shrinking-to-grow Description: Starbucks recently announced plans to close underperforming stores and reallocate capital toward remodeling, new formats, and better-located stores. To the casual observer, it might look like a pullback. But dig deeper, and it’s something smarter: strategic recalibration. Category: Strategy Published: 2026-01-08 Starbucks recently announced plans to close underperforming stores and reallocate capital toward remodeling, new formats, and better-located stores. To the casual observer, it might look like a pullback. But dig deeper, and it’s something smarter: strategic recalibration. They’re not retreating—they’re realigning for how people live, work, and move today. For years, financial institutions have followed Starbucks’ playbook—branching into high-traffic areas, placing a premium on visibility, and scaling quickly. But the post-pandemic landscape has rewritten the rules of consumer behavior. Remote and hybrid work reshaped foot traffic. Rising costs re-cut unit economics. And market saturation exposed locations that no longer make strategic sense. That’s why Starbucks is pruning their network, investing in drive-thru formats, optimizing square footage, and doubling down on locations that meet people where they are now—not where they were five years ago. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ So what’s the takeaway for your branch network? Replace “more” with “fit.” Choose the right markets, right roles, and right branch types based on member behavior—not tradition. Treat your network like a portfolio. Prune low performers, relocate to growth corridors, and reinvest in top-quartile branches that drive results. Design for today’s journey. Focus on advice-first formats, integrated technology, and frictionless flows that match modern expectations. Let data guide capital allocation. Use real performance insights to inform every decision from strategy through build. If your branch network still reflects pre-2020 assumptions while your members are living in 2026, it’s time to recalibrate. The future of branching isn’t about being everywhere—it’s about being exactly where you should be. --- ## Errand Elasticity: A Smarter Way to Match Branch Format to Market Behavior URL: https://www.level5.com/insights/errand-elasticity Description: Errand Elasticity measures how often a visit to one location is paired with another stop within a short window of time (typically 90 minutes). In practical terms, it shows whether people are bundling multiple errands together or making a single, intentional trip. Category: Strategy Published: 2026-01-07 Every market has its own rhythm. The challenge is designing branch formats that are truly calibrated to how people live and move within that market.  Too often, branch decisions lean heavily on demographics alone, without fully accounting for daily routines. One practical way to dig deeper is by looking at errand elasticity. Why Behavior Beats Assumptions Errand Elasticity measures how often a visit to one location is paired with another stop within a short window of time (typically 90 minutes). In practical terms, it shows whether people are bundling multiple errands together or making a single, intentional trip. When a large share of visits includes multiple stops, the area is considered high-elasticity. These environments are often commuter corridors, neighborhood retail centers, or mixed-use districts where people are moving quickly and stacking tasks into limited windows of time. Branches that perform well in these markets are easy to see, easy to access, and fast to use. Convenience isn’t a differentiator; it’s the baseline expectation. Low-elasticity markets work differently. Here, most visits are one-and-done. These are destination trips, where members are willing to make a dedicated visit and stay longer once they arrive. Larger footprints, consultative spaces, and formats designed for deeper conversations align more naturally with how people engage in these areas. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ The Cost of Misalignment Problems arise when branch format and market dynamics don’t line up. A capital-heavy branch placed in a high-elasticity corridor often struggles to generate enough engagement to justify the investment. On the other hand, a stripped-down, transactional format in a low-elasticity market can unintentionally cap growth by signaling that deeper engagement isn’t supported. In both cases, the issue isn’t demand—it’s alignment. Errand elasticity shifts the conversation from assumptions to observable patterns. Measuring it doesn’t require perfect data. Just a representative view of whether visits are chained or standalone. Even relative comparisons across markets can quickly reveal where formats may be out of sync. Used thoughtfully, this insight can guide network planning, inform staffing and hours, shape partnerships, and clarify the role each branch should play. When branch strategies reflect how people actually live and move, performance improves naturally—and growth becomes predictable. --- ## Smaller, Smarter, Stronger: How Technology is Reshaping Branch Strategy URL: https://www.level5.com/insights/smaller-smarter-stronger-how-technology-is-reshaping-branch-strategy Description: Members don’t walk into branches to cash checks anymore. They come in when they need advice, clarity, or help navigating something important. This evolution shifts the role of the branch from transaction hub to consultative experience center. Category: Strategy Published: 2025-09-30 When it comes to building a branch network that drives real growth, one location isn’t enough. The most effective approach today is a cluster of compact, tech-enabled branches, intentionally placed where your members live, work, and shop. This density-first strategy delivers more visibility, more engagement, and more opportunities for meaningful member interactions. And technology is what makes it possible. Rethinking the role of the branch Members don’t walk into branches to cash checks anymore. They come in when they need advice, clarity, or help navigating something important. This evolution shifts the role of the branch from transaction hub to consultative experience center. And it means you no longer need a 3,500 sq. ft. space to deliver full service. With the right tech stack, a 1,200 sq. ft. microbranch can be every bit as effective as your flagship. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ The tech that makes density work Modern technology enables smaller branches, bigger strategies, and scalable growth. Interactive Teller Machines (ITMs) Modern ITMs extend service hours, reduce staffing needs, and streamline basic transactions. They’re more than ATMs. They’re your 24/7 frontline. Universal teller pods + digital tools Universal pods paired with tablets and digital onboarding tools empower staff to float, engage, and serve multiple needs in one interaction, reducing the need for rigid teller lines. Modular technology zones Smaller branches don’t mean smaller expectations. Smart design means you can create zones of interaction—each with purpose-built tech for self-service, private consultation, or digital engagement. Tech should drive the floorplan, not the other way around. Integrated back-end systems Your digital and physical environments must sync. When a member starts a loan app online and finishes it in the branch, the transition should be frictionless. That requires tech that plays well with your core. Data-driven site selection + performance modeling Tech isn’t just in the branch—it powers where the branch goes in the first place. Tools like GPS-based behavioral analysis and LEVEL5’s proprietary ForeSite Methodology™ predict performance down to the intersection—so you know exactly where to invest and what kind of tech to deploy for that market. Efficiency that drives expansion Technology reduces friction. It also reduces cost. With the right tools: You shorten construction timelines with smaller square footage. You scale faster into new or underserved markets. You calibrate staffing models, empowering your best people with the tools they need. You extend your digital brand into physical space, reinforcing consistency and trust. It’s not about shrinking your presence—it’s about streamlining your operations to increase your impact. This article first appeared on CUInsight.com --- ## Cash Isn’t Dead. But Bad Forecasting Might be Killing Your ROI URL: https://www.level5.com/insights/cash-isnt-dead-but-bad-forecasting-might-be-killing-your-roi Description: Making sure cash is available exactly when and where your members need it goes beyond simple convenience; it’s a direct reflection of your operational reliability and financial stewardship. Category: Strategy Published: 2025-09-16 Picture this: It’s payday weekend, and your member stops by to grab some quick cash from your flagship ATM. But instead of crisp twenties, they’re met with a flashing “Out of Service” message. From a member’s perspective, it’s a frustrating moment. From your institution’s perspective, it’s something more serious: a breakdown in operational trust and a preventable drag on performance. At the center of that disruption? Poor cash forecasting. The unseen balance sheet burden Cash still matters—especially when it’s not there. Making sure cash is available exactly when and where your members need it goes beyond simple convenience; it’s a direct reflection of your operational reliability and financial stewardship. Too little cash? You risk member dissatisfaction and lost trust. Too much? You’re incurring unnecessary vault fees and tying up capital that could be working harder elsewhere. That’s where intelligent forecasting comes into play. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ The power of behavioral data Most institutions still rely on historical averages to project cash demand. But member behavior isn’t static. A dynamic forecasting system is designed to account for: Seasonality and transaction cycles Local market behaviors and payday patterns Event-based spikes Real-world movement trends At LEVEL5, we analyze mobile phone movement data to understand where your members actually live, work, and shop. This behavioral insight—combined with transaction trends and usage patterns—helps identify where demand is naturally concentrated. Predictive maintenance This is all about making sure your machines are ready to deliver. That’s where predictive maintenance comes into play. By leveraging sensors, software, and service data, you can anticipate and resolve disruptions before they affect your members. Whether it’s a card reader trending toward failure, a bill dispenser showing signs of wear, or a temperature warning that could lead to a shutdown, many of these issues can be addressed proactively. Calibrate your investment, optimize your return Too many institutions still treat ATM operations as a background utility—important, but invisible. The reality? Every empty machine, every out-of-service alert, is a moment of friction in the member journey. And those moments add up. Treat cash forecasting as the growth lever it is. When driven by data and executed with precision, it reduces operational drag, minimizes service disruptions, and delivers a consistent, brand-forward experience your members can rely on. This article first appeared on CUInsight.com --- ## Planning Today, Building Tomorrow: A Strategic Playbook for Predictable Branch Growth URL: https://www.level5.com/insights/planning-today-building-tomorrow Description: Growth doesn’t happen by accident. It takes strategy rooted in foresight, informed by data, and carried out with executional grit. When it comes to expanding your branch network, what you plan today directly determines what you’ll build tomorrow. Category: Strategy Published: 2025-09-10 Growth doesn’t happen by accident. It takes strategy rooted in foresight, informed by data, and carried out with executional grit. When it comes to expanding your branch network, what you plan today directly determines what you’ll build tomorrow. Your next move should start with three mission-critical questions: How much should we invest in growth? Where should we invest it? What kind of ROI can we expect? Predictable growth isn’t a guess The cornerstone of any effective growth plan is a deep understanding of your ideal customer profile and the markets where they live, work, and shop. Go beyond surface-level demographics. Dig into behavioral patterns, transaction trends, and real-time market dynamics to uncover where your potential is strongest. At LEVEL5, we use a proprietary financial model, leveraging data from your target markets and your current financial performance to forecast the impact of each potential branch investment year over year. It empowers leadership teams to make million-dollar decisions with clarity, not conjecture. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Calibrate to the opportunity The most important principle in network optimization is simple but powerful: calibrate your investment to the size of the opportunity. If a branch is underperforming in a low-opportunity market, it may be time to relocate or shut it down. On the other hand, a low-performing branch in a high-opportunity market is a prime candidate for reinvestment. Your highest-performing branches in high-growth markets shouldn’t be left on cruise control either. These are your strategic engines. Doubling down here through added tech, enhanced design, or expanded services can unlock exponential returns. Plan for future growth now Let’s be real: building or renovating branches isn’t cheap. But it shouldn’t be risky either. When every decision—from technology to design—is grounded in a clear, insight-driven strategy, you unlock outcomes you can predict and performance you can measure. The smartest investments don’t just meet today’s needs. They anticipate tomorrow’s value. That means looking beyond cost per square foot or initial buildout timelines and asking deeper questions: How will this location perform five years from now? What role will it play in our broader network strategy? Can it adapt to evolving member behaviors and market dynamics? Institutions that think this way aren’t just mitigating risk; they’re turning each branch into a future-ready asset with ROI built in from day one. Still, one of the most common pitfalls we see is leaders only planning for the branches they hope to build this year. Instead, map out where your network should go over the next five to ten years. By identifying high-growth markets and acquiring property now, you position your institution to act when the timing is right—and often secure premium locations at a much better cost. This article first appeared on CUInsight.com --- ## Unlocking Next-Level Potential Through Strategic Rebranding URL: https://www.level5.com/insights/next-level-potential Description: A well-executed rebrand is more than a new look—it’s a deliberate catalyst for measurable growth. Category: Strategy Published: 2025-08-12 A well-executed rebrand is more than a new look—it’s a deliberate catalyst for measurable growth. When anchored in strategy, it can extend a credit union’s reach with greater speed and impact. Why rebranding matters It clarifies identity In a digital-first age, brand identity is often formed at the first click or swipe. A strategic rebrand sharpens messaging, reveals your unique value, and inspires confidence. When your brand speaks clearly, it becomes an invitation for members to engage and build trust. It signals evolution As markets change and member expectations evolve, rebranding shows that your institution isn’t static; it’s tuned into what is relevant today. It empowers bold differentiation Credit unions are in a constant battle for visibility, making everyday differentiation essential. Rebranding, when paired with creative strategy, enables your brand to stand out meaningfully, not just stylistically. Most credit unions position customer service as their defining strength, reducing the claim to something generic. Dig deeper by defining the unique value of your services and embedding those qualities into how you design branches, organize teams, and implement technology. The result is a distinctive presence that sets your brand apart. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Keep strategy at the center A rebrand without a strategy has no real value. Start by setting measurable objectives; then analyze member behavior patterns. These insights will help you: Understand your ideal member. Identify where opportunity lies. Shape your branch experience with intentionality. The grit factor Design is only the beginning. Bringing your vision to life takes grit and operational follow-through. Ensure your message is delivered with precision across every touchpoint, so that members get the same brand experience no matter where they connect. This comes to life: In your branches through environmental design, signage, and overall atmosphere. Across your technology online, in mobile applications, and at ITMs and other kiosks. Within your team culture through actions and behaviors that authentically embody your brand promise. Your next move The most effective rebrands don’t happen in isolation. They align with broader branch growth strategies that take into account performance-opportunity analysis, location forecasting, and scalable design. Rebranding should lead and energize strategic expansion, not follow it. If you’re considering a refresh, keep these fundamentals at the forefront: Define the why: Are you evolving services, refocusing on member expectations, or setting the stage for network expansion? Anchor in strategy: Let your data insights lead, not your visual assets. Your rebrand is only as powerful as the strategy behind it. Execute with precision: Your technology and design choices should express your brand consistently across every branch and every channel. This article first appeared on CUInsight.com --- ## Tech That Connects: Choosing Tools Your Members Will Actually Use URL: https://www.level5.com/insights/tech-that-connects-choosing-tools-your-members-will-actually-use Description: Digital banking is on the rise—but not every tech solution delivers results. The challenge isn’t identifying where technology can improve efficiency; it’s determining whether members are ready to engage with it. Category: Strategy Published: 2025-08-11 Digital banking is on the rise—but not every tech solution delivers results. The challenge isn’t identifying where technology can improve efficiency; it’s determining whether members are ready to engage with it. Too often, promising tools fall flat because they don’t align with how users prefer to interact. How to Know What Your Members Are Ready For Observe your members in the real world. Visit local grocery stores, big-box retailers, and even competing branches. What are people using without hesitation? Self-checkout kiosks? Touchscreen directories? ITMs with live video assistance? This everyday tech is a valuable indicator, revealing what feels intuitive to your members and what might still be a stretch. If users are confidently tapping and swiping through daily tasks, then tools like ITMs, appointment screens, or tablet-based service stations may feel second nature. If they’re opting for a cashier, consider a more phased approach with hands-on support to guide them through the change. Match Technology to Local Behavior Technology decisions should never be made based on trends or vendor recommendations. What works in one community may miss the mark in another. Success depends on calibrating each solution with the specific expectations and comfort levels of your target audience. When people encounter technology that mirrors what they already use every day, they’re much more likely to embrace it in a banking environment. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Factor in Generational Comfort and Transitional Design Generational preferences are just as influential as local demographics when it comes to tech readiness. Younger members look for seamless digital options, while older audiences often prioritize familiarity and personal support. Transitional design can help meet both needs. Pair new digital tools with clear signage, guided staff interactions, or hybrid interfaces that allow members to ease into new behaviors at their own pace. Let the Journey Shape the Tools Designing a seamless branch experience starts with mapping the entire member journey. Align each solution with how people move through the space and what they expect at each step. Think in terms of interaction zones: what happens at the welcome area, the service desk, or the consultation room? Which steps call for a personal touch, and which can be simplified through technology? Factor in how well each tool integrates with your existing systems and workflows. Every touchpoint should serve a clear, intentional purpose—streamlining operations and freeing your staff to focus on high-value interactions. Where the Value Is The most effective technology mirrors your members’ habits and expectations, functioning as a seamless extension of how they already live and bank. That sense of familiarity fosters trust, and opens the door to stronger, more meaningful connections. This article first appeared on CUInsight.com --- ## Small Format. Big Impact. Rethinking Growth With Microbranches and ITMs URL: https://www.level5.com/insights/rethinking-growth Description: The traditional branch model is no longer the only answer for establishing a high-impact presence in key markets. If you're approaching every site the same way, you're likely overbuilding in some markets, under-serving in others, and missing strategic opportunities in between. Category: Strategy Published: 2025-07-30 The traditional branch model is no longer the only answer for establishing a high-impact presence in key markets. If you're approaching every site the same way, you're likely overbuilding in some markets, under-serving in others, and missing strategic opportunities in between. Why size isn’t the strategy Your goal isn’t to build branches. It’s to build relationships. That involves aligning your approach with your members’ preferences and routines. A microbranch can deliver nearly the same range of services as a full-size location, but with a smaller real estate investment, leaner staffing, and faster speed to market. Freestanding ITM kiosks are even smaller, serving as lower-cost, higher-convenience extensions of your brand. They can deliver 24/7 access to deposits, withdrawals, loan payments, and even video-based member support (depending on which model you choose). Three forces shaping the future of branching 1. Shifting member behavior Despite the rise of digital banking, members still value physical branches for high-stakes conversations like securing loans, financial planning, and fraud resolution. 2. Cost control and speed to market Microbranches and ITMs enable credit unions to enter new markets with less capital and shorter timelines. When you calibrate your branch size to the size of the opportunity, you’re not just saving money; you’re gaining agility. 3. The power of density Rather than spreading sites across a broad area, the density approach concentrates on placing multiple right-sized locations—like microbranches or ITMs—within targeted, high-traffic zones. This focused presence increases visibility and builds trust through consistency. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ It’s not just about footprint—it’s about fit Here’s the truth: a microbranch only works if it’s backed by the right insight. Not every market can support a flagship branch. Not every corner deserves an ITM. But when you understand your ideal member profile you can position high-efficiency touchpoints in high-opportunity zones. Precise site selection makes the difference. Zip codes don’t determine success—traffic patterns, retail anchors, and behavioral patterns do. You can fix a branch’s layout, staffing, or technology, but you can’t overcome a bad location. Calibrate with confidence Scalable formats like microbranches and ITMs aren’t just about cutting costs. When deployed with precision, they become powerful tools for growth. They allow you to match your investment to the opportunity and build a network that reflects how your members want to be served. It’s not about square footage—it’s about showing up with purpose. This article first appeared on CUInsight.com --- ## When Tech and Team Sync: The Hidden Multiplier in Your Branch Strategy URL: https://www.level5.com/insights/tech-and-team-sync Description: No matter how advanced the tools, your greatest asset is still your team. And when their expertise is amplified by thoughtfully deployed technology, you gain a competitive edge that’s hard to match. Category: Strategy Published: 2025-07-30 In an era where efficiency and experience define success, many credit unions are still asking the wrong question: How much technology should we implement? A better question is this: How do we integrate technology to empower our people? No matter how advanced the tools, your greatest asset is still your team. And when their expertise is amplified by thoughtfully deployed technology, you gain a competitive edge that’s hard to match. Used well, technology is a force multiplier. It strips away friction from everyday tasks and allows your staff to spend more time doing what they do best: connecting, advising, and building trust. But it must be strategically placed and aligned with both your staff’s workflow and your members’ journey. Start with the experience, not the tool Too often, credit unions fall into the trap of implementing technology for technology’s sake. A shiny new system gets rolled out, but it doesn’t integrate with day-to-day operations—or worse, it disrupts them. Instead, start by mapping out the member journey from start to finish. Where will self-service options reduce wait times? Where is a personal touch non-negotiable? And what does the transition between team and tech look like? Every tech decision should be made to enhance the quality of your member interactions, driving long-term loyalty. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ The Tech + Team equation for strategic growth When your staff is supported by tech that complements their workflow, confidence builds, productivity rises, and retention improves. And in a labor market where experienced talent is difficult to replace, that isn’t just operationally smart—it’s a financial necessity. To grow with intention, align your tech strategy to the needs of your team: Identify friction points in your current branch experience. Design an operating model where your tech and team work in sync. Train your team on not just how to use the tools, but why they matter. Place technology where it creates value, not confusion. Tailor your tech stack to your target market. The bottom line Even in a digital-first world, banking remains deeply human. Success lies in blending digital efficiency with personal connection at every touchpoint. The most effective branches use tech to elevate—not replace—their people, transforming everyday transactions into lasting member relationships. This article first appeared on CUInsight.com --- ## Branching Boldly: What Credit Unions Can Learn from Bank of America’s Expansion Strategy URL: https://www.level5.com/insights/branching-boldly-what-credit-unions-can-learn-from-bank-of-americas-expansion-strategy Description: Branches still matter when they’re in the right place, delivering the right experience, and backed by the right intelligence. So what can credit union leaders take away from Bank of America’s playbook? Category: Strategy Published: 2025-07-28 When Bank of America announced plans to open 150+ new branches across 60 markets by 2027, it turned heads in an industry where many are still scaling back. The move might seem counterintuitive. Why double down on physical locations in a digital-first world? But their strategy reveals a blueprint that’s highly instructive for credit unions and community banks. Branches still matter when they’re in the right place, delivering the right experience, and backed by the right intelligence. At LEVEL5, we’ve helped hundreds of financial institutions shape growth strategies grounded in these principles. So what can credit union leaders take away from Bank of America’s playbook? 1. Follow the Data, Not the Crowd Don’t expand for expansion’s sake. Each new location should be pinpointed through layers of data: population shifts, income profiles, and customer overlap across services. Don’t stop at the zip code—analyze specific intersections. That kind of precision is what turns site selection into strategy. 2. Design for Engagement, Not Just Transactions Bank of America’s branches are open, advisory-driven spaces where conversations take center stage. This reflects a broader shift we see across the industry. The branch isn’t just a utility; it’s an experience. Layouts should guide members through a journey designed to build trust and deepen relationships. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 3. Calibrate Your Investment to the Opportunity Rather than spreading thin across a wide region, Bank of America focuses on clustering several branches per market. This density approach builds brand awareness faster and serves members more conveniently. The key is calibration. Not every market needs a flagship branch. Some will thrive with a microbranch. Others may only require a strategically placed, tech-forward ITM or ATM. Smarter investment yields better returns. 4. Branches Fuel Digital Growth In markets where new branches open, digital engagement often spikes. This isn’t a paradox; it’s a pattern. Consumers want digital access but they trust institutions that have a local footprint. A branch builds credibility, and that credibility drives digital usage. Physical and digital don’t compete—they compound each other. The Takeaway The institutions winning in today’s environment aren’t chasing the latest trend. They’re rooting their strategies in data, aligning physical presence with real opportunity, and designing every touchpoint with intentionality. This article first appeared on CUInsight.com --- ## Get Precise for a Strategy That Delivers URL: https://www.level5.com/insights/get-precise-for-a-strategy-that-delivers Description: Location isn’t just a detail—it’s a make-or-break factor in your branch growth strategy. When you get it right, the outcomes are clear: increased foot traffic, higher member engagement, and predictable performance across your network. Category: Site Selection Published: 2025-07-17 Location isn’t just a detail—it’s a make-or-break factor in your branch growth strategy. When you get it right, the outcomes are clear: increased foot traffic, higher member engagement, and predictable performance across your network. Smart site selection goes beyond demographics. With LEVEL5’s proprietary methodology, we analyze how people live, work, and shop while also accounting for critical variables like timing, traffic patterns, local regulations, and community dynamics. Together, these provide a complete picture of your member environment, helping reduce investment risk and laying the foundation for measurable results. There’s a meaningful difference between “close enough” and “exactly right.” Two corners in the same zip code can have radically different outcomes. Traffic flow, visibility, and proximity to key destinations play a major role in long-term success. In a shifting landscape where hybrid work, retail traffic, and lifestyle habits continue to evolve, this kind of location intelligence is essential to making informed, future-ready investment decisions. You can redesign your space, you can retool your team, but you can’t overcome a bad location. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ This article first appeared on CUInsight.com --- ## Simplify to Scale: Why Doing Less Can Drive More Growth for Your Credit Union URL: https://www.level5.com/insights/simplify-to-scale Description: Simplification isn’t about stripping down your service model. It’s about focus. It’s about aligning your investment with your opportunity and eliminating the distractions that dilute your impact. Category: Strategy Published: 2025-07-11 With pressure mounting on every front, credit unions are expected to do more with less as they manage tighter margins, meet rising member expectations, and navigate a rapidly evolving tech landscape. The natural instinct might be to add more products, more systems, and more services. But here’s the truth: growth doesn’t come from complexity. It comes from clarity—what a recent productivity study calls “simplification at scale.” Simplification isn’t about stripping down your service model. It’s about focus. It’s about aligning your investment with your opportunity and eliminating the distractions that dilute your impact. Here are five steps you can take to move toward simplicity. 1. Audit your operational complexity Start by identifying the small things that create big headaches. Disjointed systems, duplicate processes, and legacy workflows that no longer serve a purpose. Every inefficiency is more than just a line-item cost; it’s a friction point for both members and staff. Ask yourself and your teams: where are we making things harder than they need to be? 2. Eliminate low-value complexity Then, trim the excess. Streamline your operations to reduce staffing burdens while improving member engagement. If your members can’t seamlessly move between digital and in-person experiences, it’s time to rethink your ecosystem. 3. Unlock capital for growth When you simplify, you create room to reinvest. Freed capital can then be put toward expanding into new markets, renovating underperforming branches, or modernizing your member journey with high-impact technology. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 4. Build a strategy that scales The key to a sound growth strategy is knowing where to invest, and just as importantly, where not to. Predictive financial modeling combined with in-market analysis can reveal which opportunities are worth pursuing and which ones may drain resources without delivering returns. 5. Adopt a density-over-coverage mindset Rather than spreading your branches thin across a wide region, simplify your footprint and focus on location density. By strategically placing a mix of branch formats such as full-service locations, micro-branches, ITMs, and ATM-only sites within focused, high-opportunity markets, you can establish a concentrated presence where it matters most. The takeaway In a world where complexity drives cost, simplification isn’t just an efficiency play—it’s your strategic edge. Done right, it empowers your credit union to grow with confidence. Focus your efforts, calibrate your investments, and build a future that scales. This article first appeared on CUInsight.com --- ## Density Beats Coverage: The Smarter Approach to Branch Network Growth URL: https://www.level5.com/insights/density-beats-coverage Description: Discover why a focused density strategy—investing deeply in high‑opportunity markets—outperforms broad coverage. Learn how credit unions and community banks can calibrate branch growth for predictable, sustainable impact. Published: 2025-06-26 Scattering branches across a wide region may feel like growth on the surface, but it rarely delivers meaningful, long-term results. Operational costs rise as each additional location adds complexity and overhead. Performance becomes uneven across the network, with some branches struggling to justify their investment. Meanwhile, leadership and staff are stretched thin, making it harder to maintain a consistent quality of service. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Why Density Beats Coverage for Long-Term Growth A density-based approach delivers a smarter, more predictable return. It starts with data-driven analysis to pinpoint where your ideal members shop, work, and spend their time. By strategically placing a mix of branch formats such as full-service locations, micro-branches, ITMs, and ATM-only sites within high-opportunity markets, you can establish a concentrated presence where it matters most. This unlocks several key advantages. It improves accessibility. When members see your brand multiple times throughout their day, you become a natural part of their routine. Whether they’re grabbing coffee, running errands, or commuting to work, your presence is constant and accessible. It strengthens brand visibility. A dense branch footprint allows your credit union to stand out in the communities you serve. Instead of being one location on the edge of a member’s awareness, you become a trusted, recognizable institution embedded in the places they frequent most. It improves operational efficiency. By concentrating your branch footprint, you ease the burden on leadership, staffing, and operations. With fewer locations to manage, each can be optimized to provide a consistent, high-quality member experience across your network. Density supports sustainable, long-term growth. A density approach allows you to invest in markets where the opportunity is greatest. At LEVEL5, we call this "calibrating your investment to the size of the opportunity." It’s a disciplined, data-backed approach that balances smart risk with predictable outcomes. Simply put: you don’t need to be everywhere to grow. Strategic density allows you to strengthen your presence in the markets where the opportunity for growth is the greatest, and deliver an experience that drives both member loyalty and sustainable performance. --- ## Small Footprint, Big Impact: How Smaller Branches Drive Predictable Growth URL: https://www.level5.com/insights/small-footprint-big-impact Description: Discover how smaller, tech-enabled credit union and community bank branches can drive predictable growth with smart design, site strategy, and operational efficiency. Category: Strategy Published: 2025-06-12 By now, it’s clear the future of branching isn’t about how much space you can claim—it’s about how smart you can be with every square foot. Microbranches and satellite locations are reshaping how credit unions plan for long-term growth. With footprints typically under 1,500 square feet, these compact branches are proving that bigger isn’t always better. In fact, when based on data-driven strategy and curated with purpose, smaller can be significantly more powerful. Let’s break it down. A microbranch isn’t just a mini version of a traditional branch. It’s a precision-built, high-impact space that’s lean by design. Each location combines carefully selected, efficiency-enhancing technology with universal bankers trained to deliver both advisory and transactional support. Think of it as the financial equivalent of a boutique hotel: personal, effective, and built to serve. And with flexible layouts and integrated ITMs, microbranches can deliver 80% of the functionality of a full-service branch at a fraction of the cost. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Satellite branches, on the other hand, extend your flagship’s brand into strategic submarkets. They mirror the feel of the flagship branch, with subtle shifts like streamlined services and carefully selected tech solutions that support advisory experiences. The result is a consistent member journey that expands your reach and relevance in key markets. Here’s why this matters now more than ever: Speed to Market. Smaller branches can be deployed faster, getting you into desirable markets while your competitors are still stuck in zoning meetings. Lower Capital Investment. Less square footage translates to lower construction and operating costs, all while maintaining a high standard of service. Better Density, Better ROI. Prioritizing density over coverage allows you to place multiple micro or satellite branches in a single market, strengthening your brand presence without spreading your resources too thin. And most importantly: Smaller branches let you calibrate your investment to the size of the opportunity. Why pour capital into a full-service location if the market doesn’t demand it? Bottom line: This isn’t just a cost-saving play. It’s a growth accelerator. Microbranches and satellites give you the flexibility to meet members where they are, with exactly what they need. --- ## Small Footprint, Big Impact: How Smaller Branches Drive Predictable Growth URL: https://www.level5.com/insights/smaller-branches-drive-predictable-growth Description: Microbranches and satellite locations are reshaping how credit unions plan for long-term growth. With footprints typically under 1,500 square feet, these compact branches are proving that bigger isn’t always better. Category: Strategy Published: 2025-06-10 By now, it’s clear the future of branching isn’t about how much space you can claim—it’s about how smart you can be with every square foot. Microbranches and satellite locations are reshaping how credit unions plan for long-term growth. With footprints typically under 1,500 square feet, these compact branches are proving that bigger isn’t always better. In fact, when based on a data-driven strategy and curated with purpose, smaller can be significantly more powerful. Let’s break it down. A microbranch isn’t just a mini version of a traditional branch. It’s a precision-built, high-impact space that’s lean by design. Each location combines carefully selected, efficiency-enhancing technology with universal bankers trained to deliver both advisory and transactional support. Think of it as the financial equivalent of a boutique hotel: personal, effective, and built to serve. And with flexible layouts and integrated ITMs, microbranches can deliver 80% of the functionality of a full-service branch at a fraction of the cost. Satellite branches, on the other hand, extend your flagship’s brand into strategic submarkets. They mirror the feel of the flagship branch, with subtle shifts like streamlined services and carefully selected tech solutions that support advisory experiences. The result is a consistent member journey that expands your reach and relevance in key markets. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Here’s why this matters now more than ever: Speed to Market. Smaller branches can be deployed faster, getting you into desirable markets while your competitors are still stuck in zoning meetings. Lower Capital Investment. Less square footage translates to lower construction and operating costs, all while maintaining a high standard of service. Better Density, Better ROI. Prioritizing density over coverage allows you to place multiple micro or satellite branches in a single market, strengthening your brand presence without spreading your resources too thin. And most importantly: Smaller branches let you calibrate your investment to the size of the opportunity. Why pour capital into a full-service location if the market doesn’t demand it? Bottom line: This isn’t just a cost-saving play. It’s a growth accelerator. Microbranches and satellites give you the flexibility to meet members where they are, with exactly what they need. This article first appeared on CUInsight.com --- ## Beyond the Zip Code: Making Location Work Harder with Smarter Design URL: https://www.level5.com/insights/beyond-the-zip-code Description: Discover how strategic site selection and smarter branch design help credit unions and community banks build trust, boost efficiency, and drive measurable growth beyond ZIP code boundaries. Category: Design Published: 2025-05-28 Even in an increasingly digital world, physical branches continue to play a key role in how credit unions and community banks connect with their members. Research shows that people still prefer to bank close to home or work. A branch positioned where members already spend their time becomes a natural and convenient part of their day. Your location may pull people in, but your branch design determines what happens next. Modern branches must engage, educate, and adapt to the varied needs of today’s members. This means thinking beyond finishes and furnishings. Design should be approached as a strategic tool that increases efficiency, fosters trust, and drives long-term loyalty. The most effective environments are those intentionally planned to align with how members move through the space and what they need at each step of the visit. Design Begins with Understanding Your Members Smart design decisions start with strong data. That means looking closely at the behaviors and preferences of your members. What do they expect from in-person banking today? What role does technology play in that experience? Member expectations vary not just by institution but by location. A one-size-fits-all approach to branch design misses these subtle, yet critical differences. Understanding the local context—such as demographics, life stages, and surrounding retail cues—can shape the service model, layout, and experience in meaningful ways. The most recent trends show that people visit branches for these three reasons: opening a new account they need help resolving a problem or answering a question with their account or your digital banking platform getting guidance regarding banking products and services outside of the standard checking and savings accounts. Is your staff trained and ready to handle those three types of advisory conversations? Is your branch laid out to make it easy for people to know where to go for those three types of conversations. Answer those questions well and you’ll be on your way to a frictionless and engaging branch experience for your members. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ A Branch Is More Than a Service Point Branches are no longer just places where transactions happen; they're where trust is built. In the right location, and with the right design, a branch becomes an extension of your brand promise. It supports conversations, showcases your values, and creates memorable interactions that digital channels alone can’t replicate. And when those elements come together with clarity and purpose, a branch does more than serve members—it drives measurable growth. What to Consider Next If you’re evaluating a new location or thinking about redesigning an existing branch, step back and ask: Are we choosing this location based on where our members are, not just where we think they are? Does our design reflect how our members actually bank today? Are we creating an experience that aligns with both our goals and our members’ expectations? Strategic growth isn’t just about expanding your footprint; it’s about delivering a greater impact. This requires a thoughtful balance of intentional design and a clear understanding of the members you serve. --- ## Let Strategy Lead. Let Technology Empower. URL: https://www.level5.com/insights/let-strategy-lead Description: Technology without purpose is just noise. The best tech decisions aren’t about what’s newest — they’re about what fits. Category: Strategy Published: 2025-05-13 In today’s financial landscape, credit unions and community banks face constant pressure to innovate. New technology is released faster than ever. There are interactive teller machines, AI-driven data tools, cash recyclers, and more. But the truth is, technology without purpose is just noise. The best tech decisions aren’t about what’s newest — they’re about what fits. To develop the best technology plan for your branch or branch network, base your decisions on the member journey, using deep market insights to identify what’s practical, useful, and valuable to individuals on both sides of the counter. Start by mapping the full flow of a branch visit to understand where friction occurs, where questions arise, and where technology can make a real difference. This alignment ensures your technology roadmap reflects what your members truly expect and how your staff actually operates. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Let the member journey drive design, layout, and tech placement From there, you can design intentional spaces where tools are integrated seamlessly into the branch environment. Every element is placed with purpose to guide the member naturally through their visit. It’s about reducing friction, improving flow, and making every interaction intuitive. Smart design ensures that technology supports the experience rather than disrupts it. When you lead with strategy, technology doesn’t just make things faster; it reshapes how your branch operates. ITMs, cash recyclers, and teller pods aren’t just machines, but staffing multipliers. When deployed with intention, they streamline staffing needs and shift team members into higher-value roles where they can focus on what matters most: building relationships, solving problems, and growing the business. Pair the right technology with the right training to maximize your tech There’s another critical factor in making technology work: your people need to be ready for it. We believe tech and training must go hand in hand. No matter how smart the solution, it won’t deliver unless your team is equipped to use it well. To optimize the customer experience, your staff must be prepared to guide, troubleshoot, and engage with confidence. Even the best technology can’t replace a well-trained human at the right moment.  Succeeding in today’s ultra-competitive environment requires bringing together your market strategy, staffing model, branch design, and technology platform into one cohesive vision. When these elements work together, the results are powerful: smarter operations, stronger performance, and a member experience that builds loyalty and drives long-term growth. Institutions that stand out aren’t the ones that move the fastest. They’re the ones that move with purpose.  Let strategy lead. Let technology empower. This article first appeared on CUInsight.com --- ## Why Location Still Reigns: The Strategic Advantage of Getting the Address Right URL: https://www.level5.com/insights/why-location-still-reigns Category: Site Selection Published: 2025-05-12 You can fix a floor plan. You can update the tech. But you can’t fix a bad location. It’s a truth we’ve seen play out over decades of working with credit unions and community banks: a branch with average design and outdated tech in the right location will consistently outperform a beautiful, high-tech space that’s built in the wrong one. In today’s race for core deposits and loan growth, some institutions get distracted by the flashiest new innovation or interior finish. But the first and most critical question remains: Are we in the right spot? Because when it comes to long-term, predictable growth, location is still the biggest lever you can pull. Data-Driven Decisions Start With the Map At LEVEL5, we believe growth isn’t guesswork—it’s engineered. That’s why our process begins with strategy and site selection. Using our proprietary ForeSite Methodology™, we evaluate real-world data like traffic counts, consumer behavior, demographic profiles, and competitor saturation to deliver pinpoint location recommendations—down to the right intersection, not just the right zip code. Why is this so essential? Because location isn’t just about where people live. It’s about where they live, work, and shop—the triangulation that defines convenience and drives foot traffic. In fact, 60% of consumers say they prefer to bank close to home, and another 40% favor locations near their workplace. That overlap becomes your strike zone. Calibrate Your Investment to the Opportunity Let’s say you find a high-opportunity market. That doesn’t mean you drop a flagship branch there just because you can. Every dollar invested should be sized to the real opportunity on the ground. We’ve helped clients build microbranches in secondary markets and flagship hubs in high-density zones—all driven by performance projections, not gut instinct. Too often, financial institutions spend millions renovating or building a branch in a location that will never yield the return they expect. On the other hand, branches in high-opportunity markets often get overlooked for investment—even though that’s where growth is easiest to scale. As we like to say: Calibrate your investment to the size of the opportunity. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Secure the Future with Today’s Site Strategy Another mistake we see? Failing to plan ahead. Many institutions think about where they need to be now—but don’t secure the land for where they’ll need to be five or ten years from now. Real estate moves fast. Strategic growth demands foresight. That’s why we help clients not just acquire the best sites on the market—but the best ones not on the market. Our real estate team operates like a developer, not a broker, identifying and securing future sites before competitors even know they exist. Final Word: The Right Address Unlocks Predictable Growth Before you start sketching designs or choosing tech, ask yourself the most important question: Are we building in the right place? Because the truth is simple: You can change a floor plan. You can even gut and redo the interior. But if you choose the wrong location? You’ll be stuck trying to fix a branch that never had a chance. * This article was first posted on CUInsight.com --- ## The Future of Branching: How Smaller Can Help You Grow Bigger URL: https://www.level5.com/insights/future-of-branching Description: Today’s credit union and community bank leaders have an opportunity to rethink what competitive branching looks like—and come out ahead. Category: Strategy Published: 2025-04-23 The narrative used to be simple: bigger banks meant bigger branch networks—and smaller institutions were left fighting for scraps. But the game has changed. Today’s credit union and community bank leaders have an opportunity to rethink what competitive branching looks like—and come out ahead. The future isn’t about having more locations. It’s about having the right locations: smaller, scalable, technology-empowered branches that allow you to move faster, invest smarter, and serve your members better. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ At LEVEL5, we've seen it firsthand. The institutions embracing the shift—rethinking branch size, density, and technology strategy—are positioning themselves not just to survive, but to thrive. Our new white paper, The Future of Branching, breaks down the critical trends shaping the future of retail banking: Why branches are evolving—not disappearing How smaller footprints drive faster market entry and stronger ROI Why a density-based growth model beats traditional coverage strategies How to calibrate your investment to opportunity size for long-term success If you're ready to future-proof your branching strategy and stay ahead of the curve, this is a must-read. This article first appeared on CUInsight.com --- ## What You Need to Know About ITMs: Next Level Strategy URL: https://www.level5.com/insights/what-were-itms-meant-to-do Category: Technology Published: 2025-04-04 Interactive Teller Machines (ITMs) have come a long way from their humble beginnings, transforming how banks and credit unions interact with their customers. But rollouts can feel intimidating if you’re not sure how ITMs fit into your branch network. Let’s break down what ITMs do, how they benefit your staff and customers, and how to make smart deployment decisions. What Were ITMs Meant to Do?   When ITMs first hit the scene, the idea was pretty straightforward—they were designed to handle 80-90% of all the standard transactions you’d normally go to a teller for. Think about it: paying a mortgage or loan, transferring funds, making withdrawals or deposits, paying on a credit card, ordering a replacement debit card, or even snagging a cashier’s check. That’s a lot of functionality packed into a single machine.   With all of that, ITMs were supposed to offer a full-service alternative to the teller window, helping customers get what they needed without stepping inside a branch. Simple, right? But as ITMs have matured, they’ve done far more than replacing basic teller tasks—they’ve shaken up what the branch itself can be. From Transactions to Transformations   One of the standout benefits of ITMs today is how they can change the role of your branch’s staff. By handling routine transactions, ITMs free up your employees to focus on what really matters—building relationships. Now, your tellers can spend their time having meaningful conversations with customers, helping them set financial goals, and solving problems.   Instead of being stuck behind a counter processing deposits all day, staff can offer personalized service that makes customers feel valued. They can step into a more advisory role, which strengthens customer loyalty in an industry where trust is everything. ITMs aren’t just about efficiency—they’re about elevating the customer experience. Too Many Choices, Not Enough Clarity   Here’s where it gets tricky—choosing the right technology for your branch network can feel like navigating a maze. There are so many different types of ITMs with all kinds of features and integration levels. How do you choose the one that’s best for you?   Unfortunately, some vendors don’t make it any easier. They often focus on making the sale, not necessarily recommending the ideal solution for your needs. That’s why it’s so important for you to take a step back and look at the big picture. What are your customers’ preferences? What kinds of transactions are they most likely to need? Answering these questions is critical before making any big investments. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ What About Two-Way Video?   One feature you might want to consider is two-way video. Think of it as bringing the branch’s expertise directly to the customer—without needing that person physically onsite. Customers love the ability to connect with someone face-to-face (well, screen-to-screen), whether they’re applying for a loan, asking about their accounts, or solving a complex issue.   And here’s the thing—if the customer can’t connect with the right person during their visit to your branch, the odds they’ll come back aren’t great. Studies show only about 6% of people will revisit a branch if their questions weren't answered the first time. With ITMs, you can address that issue by ensuring customers can talk to someone who has the answers they need—even if that person isn’t physically in the building. That’s a game-changer for providing consistent, high-level service. Only 6% percent of people will revisit your branch if their questions aren't answered the first time. Setting Your Deployment Strategy   Dropping a few ITMs into random spots around your network isn’t going to cut it. Success depends on intentional placement and a strategy that aligns with your institution’s goals. Think about putting ITMs where they’ll deliver the most value—high-traffic areas like drive-thrus, vestibules, or even remote kiosks in underserved neighborhoods. The key is making them accessible, visible, and easy to use.   But placement isn’t the whole story. You need a solid plan to help both customers and staff get on board with the new technology. Show customers how ITMs work through clear signage, quick tutorial videos, or friendly in-branch demos. At the same time, train your staff to act as ITM ambassadors, ready to answer questions and encourage confidence in using this tech. Don’t Underestimate the Importance of Staff When Implementing ITMs When implementing ITMs, your branch staff becomes the bridge between innovation and experience. While many members are open to using new tech, they still need guidance—especially with features like two-way video or account servicing. Staff should be fully trained and ready to step in, not as tech troubleshooters, but as trusted advisors who create confidence in the technology. Every assist isn’t a disruption—it’s a chance to build loyalty, deepen relationships, and turn a moment of uncertainty into one of connection. Why ITMs Should Be in Your Future   ITMs are redefining what banking can look like. They save time and unlock efficiencies without sacrificing the personal touch that customers crave. By thoughtfully integrating ITMs within your network, you can reduce costs, expand reach, and stay competitive in a changing industry.   But the real magic lies in how ITMs allow branches to focus on what really sets them apart—the people. When staff are freed from simply managing transactions, they become relationship-builders, problem-solvers, and trusted advisors. That’s the kind of impact that goes far beyond machines—it’s what builds lifetime loyalty.   If you’re considering ITMs for your network, take the time to plan carefully. Understand your customers, choose the right features, and create a deployment plan that’s built for success. When done right, ITMs can become the perfect blend of efficiency and connection, reshaping how you serve your community. This article first appeared on CUinsight.com. --- ## Technology Alone Isn’t Enough: Why the Right Staff Still Makes All the Difference URL: https://www.level5.com/insights/technology-alone-isnt-enough Description: Technology only performs as well as the people surrounding it. A sleek new system might streamline a transaction, but it doesn’t replace the need for a well-trained, customer-focused staff. In fact, it makes your people more important than ever. Category: Strategy Published: 2025-04-02 In the ongoing conversation around branch transformation, one word dominates the discussion: technology. From self-service kiosks and Interactive Teller Machines (ITMs) to automated cash recyclers and digital appointment scheduling, the pace of innovation is accelerating—and credit union executives are right to pay attention. But here’s the truth many leaders overlook: technology only performs as well as the people surrounding it. A sleek new system might streamline a transaction, but it doesn’t replace the need for a well-trained, customer-focused staff. In fact, it makes your people more important than ever. The human factor in a high-tech branch Implementing the right technology is essential—but it’s just one piece of the equation. The true transformation happens when technology and people work together, seamlessly supporting one another to deliver both operational efficiency and elevated member experiences. Take ITMs, for example. These machines can complete most teller transactions, reducing wait times and allowing your staff to focus on more advisory roles. But what happens when a member uses an ITM for the first time? Or when they attempt a transaction that feels unfamiliar or complicated? That’s not a “glitch.” That’s an opportunity—a pivotal moment where a knowledgeable, welcoming team member can step in, offer help, and turn confusion into confidence. That interaction doesn’t just solve a problem; it builds trust, reinforces loyalty, and elevates the entire experience. Training is not optional—it’s a strategic imperative To seize these opportunities, your staff must be equipped—not just technically, but relationally. It’s one thing to know how a piece of technology works. It’s another to anticipate customer hesitation, calmly walk them through the process, and do it all while following security protocols and minimizing fraud risk. This requires a training approach that’s intentional and ongoing. Your team needs to understand: The role of each piece of tech in the customer journey How to proactively engage members before frustration sets in When and how to step in—without taking over the process How to communicate changes in a way that builds confidence, not confusion The specific security protocols associated with each type of interaction When staff are trained to look for moments of need—not as interruptions, but as touchpoints for engagement—they stop acting like babysitters for machines and start becoming true ambassadors for your brand. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Efficiency comes from integration, not isolation It’s tempting to view technology and staffing as separate line items—one reduces cost, the other increases it. But in a high-performing branch, they’re two sides of the same coin. When the right tech is integrated into your branch design and paired with a well-trained team: Transactions happen faster Fraud risk is lowered Member satisfaction increases Staff productivity and retention go up Cross-sell and advisory opportunities multiply This is where many credit unions miss the mark. They install the technology and expect magic. But it’s not tech alone that creates a modern, efficient, member-loved branch. It’s the combination of the right tools, the right people, and the right training that drives real results. Tech is the tool. People deliver the promise. At LEVEL5, we’ve helped hundreds of credit unions navigate this journey—from evaluating which technology solutions are right for their market, to designing branches that enhance the customer journey, to training staff who can bridge the gap between automation and personalized service. Because we know the truth: technology doesn’t deliver exceptional service—your people do. So, as you consider your next investment in branch transformation, don’t just ask what new tech you can implement. Ask: Are my people trained to turn tech into trust? That’s how you build efficiency. That’s how you build loyalty. And that’s how you build a branch network that delivers predictable, long-term growth. This article first appeared on CUInsight.com --- ## Do You Have What it Takes to Grow Your Branch Network? URL: https://www.level5.com/insights/do-you-have-what-it-takes-to-grow Description: Growing a branch network isn't just about drawing up plans. It demands a unique combination of strategic thinking, meticulous execution, and the fortitude to overcome inevitable hurdles. Category: Strategy Published: 2025-03-18 Growing a branch network isn't just about drawing up plans. It demands a unique combination of strategic thinking, meticulous execution, and the fortitude to overcome inevitable hurdles. Do you really have what it takes? Our latest white paper unpacks the essential elements required for success.   It's about more than just wanting growth. It's about having the capacity to make tough calls, stay laser-focused on your goals, and maintain unwavering commitment, even when facing uncertainty. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Download "The Definitive Guide to Creating Your Branch Network Growth Plan" and discover what it truly takes to cultivate the grit needed to achieve predictable growth for your branch network. Holistic strategy drives growth: A successful branch network growth plan requires an integrated strategy across five key disciplines. Data informs decisions: Data-driven analysis of markets and customers is essential for effective planning and minimizing risk. Grit enables execution: Beyond strategy, "grit"—courage, commitment, and perseverance—is crucial for successful implementation.   This article first appeared on CUInsight.com --- ## The 5 Most Important Steps to Building a Branch Headquarters URL: https://www.level5.com/insights/the-5-most-important-steps-to-building-a-branch-headquarters Description: Some of the largest companies in the world—including tech companies like Google and Meta—are shifting back to an in-person work culture. With the “back to the office” trend gaining steam, how is your credit union or community bank preparing? Category: Design / Build Published: 2025-02-28 by Kurt Klassen, EVP of LEVEL5 Some of the largest companies in the world—including tech companies like Google and Meta—are shifting back to an in-person work culture. With the “back to the office” trend gaining steam, how is your credit union or community bank preparing? Not only that, but we’re also seeing small and medium-sized financial institutions looking to increase branch efficiency by centralizing as many functions as possible—specifically customer support and lending.  These two market conditions come together to create an increased value on a corporate headquarters location that can be the hub for centralized operations and the place where your corporate culture is nurtured. We’ve identified the five most important steps to building a branch headquarters. Each step requires focus and expertise. When they all work together, you end up with a branch headquarters that represents your brand well, cultivates and grows a healthy culture, and (most importantly) serves your customers effectively and efficiently. 1 - Assess your specific needs in a headquarters location. You must begin by having a clear understanding of your needs in a headquarters location. Many credit unions choose a hybrid headquarters/branch approach as a way to get the HQ they need and at the same time, reaching a new market of potential customers.  With that approach, you need to do all of the same due diligence of understanding your ideal customer profile, the nuances and intricacies of your target market, the differentiators that set you apart from your competitors, and your past/current financial performance to guide every aspect of your decision-making. This includes digging into both your internal data and data sources for your market, extracting actionable insights.  For a headquarters location, you will also need to get feedback from different departments and stakeholders regarding their expectations and desires for the new headquarters. You can use either internal surveys or focus groups to obtain this information, which will also give you the opportunity to manage expectations in terms of balancing budget with desired amenities. The insights from these multiple data sources can provide parameters for your potential budget, location, staffing requirements, operational functions that will need to be supported at the headquarters, necessary square footage, and the technology you’ll need to deploy.  This strategy phase is always critical whenever building a growth strategy—there are even more factors to consider when planning your headquarters. This is the first step because it is the foundation on which the other steps are built—the hub in the middle of the wheel that holds all of the pieces together. 2 - Identify your unique technology and staffing requirements. Every headquarters is unique, but they share similar characteristics. More importantly, the questions that need to be answered are always the same.   When making decisions about technology and staffing for your headquarters branch, you’ll need to answer these questions.  What are the required and projected headcounts for each department to be housed at the headquarters? Which departments need to be adjacent to each other in order to better facilitate collaboration? How much space should you allocate for collaboration and how much for offices and individual workstations? Will any of your staff work remotely for a part of their week? If so, how much space should you allocate for flexible workstations? What technology needs will your central staff require to work with efficiency and effectiveness?  How will digital signage, wayfinding, secured access control, and two-way video solutions with branches be handled? What unique requirements will you need to meet regarding power, environmental controls, resource scheduling, and facilities management? Questions like these can only be answered through extracting insights from the data you gathered during the strategy phase described above. With the right insights, you’ll be able to anticipate the needs of both your customers and staff at the headquarters branch so you can design and implement the perfect-for-you tech stack that reduces friction and increases engagement. 3 - Determine the best location for your headquarters. In addition to the normal factors of determining a branch location (see our article here for more about site selection), a headquarters branch requires that you consider larger organizational factors. For example, many credit unions host all of their branch staff at the headquarters once or twice a year for company meetings and culture-building events. The energy that comes from gathering as many of your dispersed staff as possible to one location can have a profound effect on staff retention, morale, and productivity. If that’s a part of your plan, you’ll want to consider travel methods and times from your different locations to make participation at your network-wide events as easy as possible for as many of your staff as possible. This consideration adds another layer of complexity to your site selection and acquisition process. Do you see how the strategy development in step one above informs the location decision? With a clear strategy as your guiding light, you can make decisions about location based on what fits your strategy, not price alone. Btw, location is not the place to save money in any branch growth strategy. A great branch or headquarters in a bad location will yield poor results. A good branch or headquarters in a great location will drive predictable growth for years to come. Make the investment now and reap the benefits later. 4 - Design a space that communicates your brand and creates an engaging experience for staff and customers. Your headquarters branch will serve as a flagship location for your brand, so you should treat it that way when considering the design. That includes colors, finishes, and environmental branding, of course—but it shouldn’t stop there. You should use it as an opportunity to showcase the best tools at your disposal for a beginning-to-end engaging customer experience. Not only that, but for your central staff who may not have in-person customer-facing responsibilities on a daily basis, how will you create an engaging experience for them when they come to work every day? Don’t underestimate the value of the physical environment for your team when it comes to reinforcing your brand culture as well as creating spaces intentionally designed to make work more efficient and enjoyable. All of these design elements—for both customers and staff—increase engagement and yield results over time. As more of our interactions are happening online, the value of in-person experiences has increased. Each step of the customer journey should be considered when designing the floor plan and the location of the different service elements they will need to interact with. Then, with that work done, the final touches of colors, furnishings, and finishes can be completed as well. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 5 - Construct the building and prepare your staff. While there will be many construction details to manage throughout the building process, you should also use that time to prepare and train your staff as much as possible for how things will work in the new space. And hopefully your design-build partner will be actively managing the construction side of things so you can focus on your staff. Even before the building is complete, you can begin the training process with staff who will be working in the branch environment. Using the floor plan and renderings, you can walk staff through the desired customer experience and discuss where and how key operations will take place. From a training perspective, the actual operation of the technology integrated into the branch is secondary to ensuring staff are focused on the customer service aspect primarily. Not only that, but we’ve found it can be extremely helpful to work with key staff together and clarify how handoffs and transitions will be handled to optimize both customer experience and staff efficiency. By engaging the right members of your staff in these discussions, they will have more ownership in the process and be ready to implement it with excellence on day one. This is also the time where you should consider the marketing efforts that will need to take place when the new headquarters branch opens—including both internal and external audiences. How and when will you communicate to all of your different stakeholders about the opening? Will you host internal and external events to celebrate it? Answering these questions is a critical piece to maximizing the return on the strategic investment you’re making in the new headquarters. Let LEVEL5 Guide You Through The Complexity With all of the different disciplines, details, and decisions included in building a new headquarters for your branch network, you will need a partner to guide you all along the way. With LEVEL5 as your strategic partner, you’ll be able to stay focused on running your credit union while your design-build partner makes this complex process more simple.  When all of these disciplines work together—strategy, technology, site selection and acquisition, design, and build—you’ll have a headquarters that serves you well and drives long-term growth. This article first appeared on CUInsight.com --- ## JetStream Renovation: Staying Open During Construction URL: https://www.level5.com/insights/jetstream-renovation Description: Discover the stunning renovation of JetStream Federal Credit Union’s Puerto Rico branch. Completed with LEVEL5, this 18-month project transformed 1,735 sq ft with cutting-edge design, technology, and member-first solutions—all while staying operational. Category: Growth Published: 2025-01-15 JetStream Gets a Refresh In September of 2024, we partnered with JetStream Federal Credit Union to complete a significant renovation of their branch in Carolina, Puerto Rico — the culmination of more than 18 months of strategy, collaboration, and hard work.   The 1,735 square foot branch was completely redesigned and updated in terms of layout, back office technology, furniture, fixtures, millwork, environmental graphics, and interior finishes. Through a combination of flexibility, operational expertise, and detailed planning, we partnered with JetStream to complete the comprehensive overhaul while keeping the branch operational throughout the entire project. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Expanding and Improving the Puerto Rico Branch Jeanne Kucey, President and CEO of JetStream said, “I love our new Puerto Rico branch! It looks just like I envisioned, only better. The LEVEL5 team did a fantastic job. I know there were a few challenges along the way but all in all the project went much smoother than I had anticipated. The fact that we stayed open the whole time without security issues or member complaints is amazing!” JetStream Federal Credit Union’s branch network also includes 3 branches in Miami-Dade County in south Florida with branches in Miami Lakes, Doral, and in Coconut Grove. In 2023, JetStream celebrated its 75th anniversary, serving members since 1948. Both the Miami Lakes and Doral branches were also designed and built in partnership with us at LEVEL5. JetStream’s track record of partnering with the communities they serve is extensive, providing fund-raising assistance for local non-profits, internship programs, and in-person financial literacy outreach that has provided bilingual financial guidance on various topics.  Island Hopping This was LEVEL5’s first project in Puerto Rico, and our construction management team provided oversight and leadership to all aspects of the project. We began with the vision and planning, continued guiding the project through the design phase (floor plan, technology needs, fixtures, finishes, furniture, and environmental branding), and concluded with construction oversight (working with a general contractor in Puerto Rico).  Our successful collaboration between JetStream Federal Credit Union resulted in the complete renovation of JetStream’s branch in Carolina, Puerto Rico, reiterating JetStream’s commitment to that community and the members they serve. --- ## 5 Keys to Acquiring and Renovating an Existing Building in a New Market URL: https://www.level5.com/insights/5-keys-to-acquiring-and-renovating-an-existing-building-in-a-new-market Description: As financial institutions explore various growth strategies, mergers and acquisitions have increasingly become a more viable option than in years previous. When you’re looking for opportunities in today’s competitive environment to expand your customer base, every alternative should be on the table. Category: Growth Published: 2024-11-11 As financial institutions explore various growth strategies, mergers and acquisitions have increasingly become a more viable option than in years previous. When you’re looking for opportunities in today’s competitive environment to expand your customer base, every alternative should be on the table.  Whenever a credit union or community bank comes to us to guide them in developing a strategic growth plan, we begin by asking questions about their goals and objectives. We also ask about their openness to exploring M&A opportunities in their target markets. Sometimes, acquisition opportunities don’t involve other financial institutions—the best option could be to acquire an existing building. For credit unions and community banks looking to optimize their speed to market or potentially reduce their costs in a new market, acquiring an existing building is worth exploring. In a specific recent case, Centric Credit Union reached out to us for help in analyzing a strategic opportunity that delivered amazing results. We guided them through the five keys outlined below to empower them to achieve their goals—and now we’re sharing them with you. 1 - Identify a potential building to acquire in your target market. The Centric team was considering a move to a particular market and had identified a building that was previously a Rite Aid pharmacy. But that had significant concerns about the viability of the location in terms of potential performance as well as questions about the cost to renovate the building into a branch that delivered a great customer experience.  In this first step, it’s important to consider every possible location within your target market—even if it seems like a long shot on the surface. You never know what you might uncover, so keep an open mind. 2 - Quantify the actual potential of the opportunity.  After finding a potential acquisition, it’s time to analyze the potential opportunity. Yes, this means understanding purchase costs, but more importantly, it means quantifying the loan and deposit growth you can expect based on digging into the data.  You’ll need to analyze the market through local demographics, traffic patterns, population trends, other retailers, and competitors. By examining these data points and comparing them with your internal data about the types of members or customers you’re already serving well, you can gain an understanding of the expected return of a specific location. With the right data and actionable insights, you will also be able to right-size your renovation budget based on the expected performance of the branch and determine when you can expect to recover your investment and begin generating a profit.  In a previous article, we shared more about how to measure and predict performance for each of your branches based on the loan and deposit opportunity. You may need to engage a strategic partner to guide you through this process—one with the experience and expertise to sift through all of the data and extract the actionable insights. In Centric’s case, we went through an extensive market analysis and determined that the building and location that had been abandoned by Rite Aid provided a strategic opportunity for a high-performing branch. 3 - Always push to purchase, not lease.  The Centric Credit Union team asked us to approach the investor that owned the building to begin negotiations. Initially, the investor was only interested in a lease arrangement, not a purchase.  When pursuing an existing building, it is almost always in the financial institution’s best interest to purchase the property rather than committing to a lease. By purchasing the property, you have complete control over the improvements you’ll need to make so the location becomes a viable branch that delivers a high-quality customer experience that effectively represents your brand to the new market. A lease arrangement will often carry requirements or limitations that hinder this important objective.  In the case of the former Rite Aid, we continued negotiations with the owner even though he wasn’t initially open to a purchase. Through a series of strategic conversations, the LEVEL5 team was able to convince the investor that selling the property was a better option.  If you’re considering an acquisition like this, it’s usually best to work with a partner with real estate experience who can negotiate on your behalf, negotiating the nuanced back-and-forth necessary to close the deal. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 4 - Attract potential partners interested in mutually-beneficial arrangements. Your strategic partner should also be able to alert you to potential opportunities to collaborate with other local businesses. For example, the specific building Centric acquired, LEVEL5 identified that the existing building could be easily modified to bring in another complimentary local business. In fact, the size of the building was slightly larger than what Centric would need for its branch operations and would benefit from obtaining an additional revenue stream from a local partner.  The previous Rite Aid location offered Centric Credit Union the strategic opportunity to elevate their customer experience. They needed to identify and attract another local business that would encourage their customers to stop by the location for business not directly connected to their financial needs. PJ’s Coffee was the perfect fit.   Members or customers can stop by for a cup of coffee and have direct access to the financial institution as well. This integration has been a fantastic add-on that they weren’t anticipating when starting the project. 5 - Creatively rebrand the exterior as a billboard to the community.  One of the biggest challenges with acquiring and renovating an existing building is to balance the tension of adjusting the exterior so it reflects your brand (not the previous owner’s brand) while avoiding the exorbitant costs of making structural changes.  In Centric’s case, their logo and other brand identity elements (the curves and circles) were incorporated into the exterior design (and the ATM drive through lanes) in such a way that the exterior of the building was completely refreshed. Not only that, but the shapes and colors became a billboard to the community, reinforcing their brand 24/7.  Branding experts and brain science tell us that people perceive brands in this order: they remember shape first, color second, and content (or the actual words) last. This is why Coca-Cola can be recognized just by the shape of their bottle (even though most people don’t drink it from glass bottles anymore). Coca-Cola’s intentional and repeated use of that bottle shape is connected to their brand in our minds. So the most important way to reinforce your brand in the minds of your customers and potential customers is by focusing on one specific shape (for Centric, it’s the circles and curves) throughout their experience with your brand. That repeated shape is what ties everything together and reinforces the Centric Credit Union brand.  When you’re looking to expand your branch network, these five keys can guide you to acquire and renovate an existing building and convert it into a high-performing branch in a new market. This can open up more opportunities for the markets you want to have a presence in—you don’t just need to look for land to be purchased, but buildings to be repurposed. This article first appeared on CUInsight.com --- ## 4 Keys to the Process of Relocating an Underperforming Branch URL: https://www.level5.com/insights/four-keys-relocating-underperforming-branch Description: One of the biggest challenges financial institution leaders face is dealing with underperforming branches. There are four keys to keep in mind that will empower you to overcome this challenge. I’ll use a specific story to illustrate and elaborate on the four keys—a recent story with Travis Credit Union. Category: Growth Published: 2024-10-14 One of the biggest challenges financial institution leaders face is dealing with underperforming branches. There are four keys to keep in mind that will empower you to overcome this challenge. I’ll use a specific story to illustrate and elaborate on the four keys—a recent story with Travis Credit Union. Travis Credit Union’s branch network is located in California, with the majority of branches located in the area between Sacramento and San Francisco. Their leadership team engaged in a strategic process to evaluate the performance of their current branches and identify potential growth opportunities. That’s the first key.  1 - Regularly evaluate your current performance to identify growth opportunities. Do you have a consistent, intentional process for evaluating your current branches and identifying potential new markets? You should. There are many factors to consider to make sure you’re evaluating each branch in light of the opportunities in their specific market. Learn more about how you can Decode Branch Performance in a previous article. Travis Credit Union identified a specific location that was underperforming based on a detailed analysis of the surrounding community, including core deposit and loan opportunities. When the branch was launched years ago, the location was perfect. With changes in the market over the last 5-7 years, the branch was now in a dying retail center.  It didn’t seem to make sense to stay in that specific location anymore, but what about the employees and customers that were accustomed to that location? What would the impact be of closing and relocating? That brings us to the second key. 2 - Make tough decisions based on actionable insight. The Travis team didn’t shy away from making the difficult decision to close the branch. Instead, they encouraged LEVEL5 to dig into the data and look for a new home for the branch that would provide the accessibility customers needed in a better location.  Sometimes, even when provided with relevant data, leaders hesitate to make the necessary changes. Especially if there is history or relational connections to a specific location or specific team members, it can be difficult to make these kinds of decisions. We’ve found that financial institution leaders must base their decisions off of actionable insights, not history or relationships in order to achieve long-term health and growth of their branch networks. Once the Travis team was presented with both evidence that the branch was underperforming and a possible new location, they made the tough decision. That possible new location is the next key. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 3 - A general idea of your next location isn’t good enough. Many times, credit unions and community banks are advised to place a new location in a certain zip code—and that’s all the advice they receive. We all know that there can be huge variances in market opportunities within a zip code, which is why you need something more specific.  Travis Credit Union worked with LEVEL5—a strategic partner with years of experience in identifying and acquiring specific property exclusively for financial institutions. Leveraging our expertise in both site selection and acquisition, we were able to secure a pad site near the previous branch, but in a much more desirable location (which can be a rare find anywhere, but especially in California).  The new site provided the access members or customers would need as well as a boost to staff morale. Both customers and staff saw both the immediate benefit and future potential of the new location. By identifying and obtaining a specific piece of property, the decision was immediately embraced by everyone involved. Once the decision was made, the Travis team began to move into the design-build process for their new location. What began as a challenge—an underperforming branch—was now an opportunity to design a new branch prototype focused on advisory services rather than merely transactions.  These design changes included elements they quickly realized could be implemented in other existing branches to enhance their entire network. Not only that, but LEVEL5 was able to manage all of the details while the Travis team could keep their focus on running the rest of their network. And that’s key number four.  4 - Find a partner you can trust. LEVEL5 is a design-build company that empowers credit unions and community banks to grow, but this final point is true no matter who you choose as your partner. There are so many details to manage at every stage of the strategy-design-build process that you need a partner you trust—a partner that will guide you at each step of the way and handle the complexity with ease.  Travis Credit Union knows that California is a difficult place to do business. The levels of regulation at both the state and local levels can feel overwhelming. That’s why having the right partner to manage all of that is critical.  There are many different ways to go about the process of evaluating branch performance throughout your network, identifying and acquiring the best sites for future branches, and navigating the design-build process to deliver a high quality customer experience, but you’re going to need help along the way.  When you work with LEVEL5, you get a partner that’s knowledgeable, experienced, and committed to your long-term success.  If you master these four keys, you’ll unlock new growth opportunities for your financial institution and a repeatable process to help you win in every market. This article first appeared on CUInsight.com --- ## Designing Your Next Branch with Customer Engagement in Mind URL: https://www.level5.com/insights/designing-your-next-branch-with-member-engagement-in-mind Description: Transform your credit union and community bank branches to boost customer engagement and community attention with our guide on refreshing, renovating, or reinventing your branch locations. Category: Strategy Published: 2024-08-17 When you think about designing a branch with customer engagement in mind, what do you think of first? Do you think of colors and interior design elements that reinforce your brand? Or maybe you think about making sure you’re in compliance with any local CC&Rs? Those things are important, to be sure, and should be included in the branch design process. But those kinds of things aren’t the best place to start. Here are 4 things to keep in mind as you design your next branch. If you do these well, your branch will drive the kind of measurable financial results you’re looking for. 1 - Understand your customers’ expectations. Start by understanding your customers, specifically in the area surrounding the branch. What is their expectation as far as technology? What is the local demand for the types of products and services they’re most likely to need? Leveraging available data sources can provide you with the insights necessary to understand stage of life, range of income, and level of education. If you’re working with a design-build partner on designing your branch, this is something you should look for—a partner who will do the work of extracting important insights about your potential members or customers to guide your design decisions. 2 - Determine the best branch type for your specific location. Every branch should be sized and optimized based on its specific location. If it will be in a location with a huge opportunity for deposit and loan growth, build a flagship branch with all the bells and whistles. If the opportunity for growth is more modest, size the branch down so it’s calibrated to the size of the opportunity. Maybe you should be looking to build a storefront or micro-branch location. Again, your design-build partner should offer clear recommendations based on the projected performance of your location. At LEVEL5, we use a projection model that we’ve built and honed over 20+ years to where our loan and deposit projections are proven to be 92% accurate out to 10 years. Whoever you work with, make sure they will provide this kind of information to drive the design, layout, and size of your branch. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 3 - Consider the full customer journey when creating a floor plan. Before you start choosing finishes and colors, think through every step of the customer journey from the time they pull into the parking lot to when they walk back out to their car. What will they see? What do you want them to experience? For example, some credit unions and community banks opt for a welcome desk right inside the front door because they encourage customers to make an appointment whenever possible so they get personalized service for exactly what they need that day. Others opt for a more open floor plan where members or customers can easily see teller pods and into any office space so they can quickly identify where they need to go to accomplish their task for that visit. And, what will happen at each stage of the visit? What kind of technology will credit union and community bank team members need to access during a visit and how will that be woven seamlessly into the layout of the branch? Will any handoffs between credit union and community bank team members be necessary? If so, how will those handoffs work? Once a member or customer has completed their visit for the day, what will they see and experience on their way out the door? Should we plan a design element that creates a memorable impression as they are leaving? The only way to consistently deliver a high-quality customer experience is to curate that experience from start to finish. That means considering the floor plan as a key element of creating a deeper sense of engagement with your customers. 4 - Add your brand-specific and community-driven elements as the finishing touch. With customer expectations, branch type, and floor plan and technology decisions made, you can move on to design finishes. This is where you bring in your brand colors and shapes through creative elements—signage (including digital signage), architectural features (both interior and exterior), textures, and materials. For the exterior, consider including a bold, memorable design feature that can remind people of your brand 24/7—your version of McDonald’s golden arches. For the interior, consider colors and surfaces that are consistent with your brand and what you want customers to feel while they’re in the branch. Remember to include elements that will connect each branch to the specific community where it’s located. What will communicate to customers and potential customers that this branch was custom-designed for this community in this location? To design a branch that drives member or customer engagement, every nuance and detail must be considered and handled with care. If you do that, you’ll serve your customers and the surrounding community well and set up your branch to produce predictable, long-term growth. This article first appeared on CUInsight.com --- ## The 7 Most Important Questions to Answer When Planning a Branch Remodel URL: https://www.level5.com/insights/the-7-most-important-questions-to-answer-when-planning-a-branch-remodel Description: Based on our experience with 1000+ different construction projects with financial institutions, we’ve identified the 7 most important questions you will need to ask and answer when you’re planning a branch remodel. Category: Design / Build Published: 2024-07-19 You’ve decided to remodel one of your branches. While the process of making that decision requires careful consideration (as we’ve discussed in both Decoding Branch Performance: Gathering Key Insights to Grow Core Deposits and Refresh, Renovate, or Reinvent: How to Estimate Your Best Investment), once you’ve decided to remodel, you’re faced with a new set of questions.  In most cases, the overarching question when planning a renovation is whether the branch should remain open or closed during construction. Based on our experience with 1000+ different construction projects with financial institutions, we’ve identified the 7 most important questions you will need to ask and answer when you’re planning a branch remodel. 3 Questions If You’re Considering Remaining Open During Construction Many credit union and community bank executives believe that remaining open during construction is the best option. Understandably, they want to limit the inconvenience to current members or customers by continuing to offer the services they need to process transactions and other normal business.  But this may not be the best option. You’ll need to answer the three questions below if you plan to stay open during the branch remodel construction process. 1 - Is the branch large and flexible enough to provide enough room for essential services to remain available? The size and layout of the branch you’re going to remodel—and the amount of changes you’re making to it—are significant factors in determining if you can stay open during construction. Maybe you can create a smaller working footprint of the branch that can stay open to process customer transactions. This question requires realistic, practical planning, even to the point of marking out the areas with tape to see if they are really large enough … and if your technology systems are flexible enough to function as needed. 2 - If construction needs to take place during nights and weekends (to not impact customer service), will that result in increased costs? Staying open during a branch remodel often requires some (if not most) of the construction to happen during off-hours—evenings and weekends. Some subcontractors may charge extra to work overnight or on weekends, so make sure to inform them if that is your plan when you request bids for their work.  3 - If the construction schedule will take longer to complete if you remain open, will you incur additional costs? When you stay open during a remodel, the construction process will almost certainly last longer than if you were to close during that time. This is another factor to make sure to communicate up front with your construction manager and contractors. When answering these three important questions, you may discover that remaining open during the remodel isn’t an option. What do you do then? Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ 3 Questions If You’re Considering Closing the Branch During Construction When you realize you can’t remain open during the process, there are another set of questions that need to be answered. These questions will guide you in determining which option is best for your financial institution.  4 - How long would you need to be closed? Depending on how long your branch would actually need to be closed, the financial impact could vary significantly. It’s important to work with your construction manager and contractors to create a detailed project plan for each step of the renovation so you know how long you need to plan for.  5 - Is there another branch nearby that could serve members or customers well during the construction? If you have a strong branch footprint in the area, you may be able to direct customers to other branches, ATMs, or micro branches while the branch being remodeled is closed. Of course, this question is closely related to question 4 above—knowing how long the branch would need to be fully closed will guide your decision-making about if the rest of your network can serve members or customers effectively during construction.  6 - Could a temporary trailer be placed onsite to process customer transactions during construction? If your nearby network isn’t a viable option, you can place a temporary trailer onsite to serve members or customers. When considered next to the increased costs of a longer process (see question 3 above) or contractors working nights and weekends (see question 2), this may be your best option. Question 7 May Be the Most Important 7 - Does your construction partner understand banking enough to effectively guide you to practical answers and realistic solutions? You know that choosing the right construction partner for your branch renovation is important—and one of the ways you’ll know they’re the right partner is that they can help you answer the other questions. There are plenty of construction firms who do good work, but few have the retail banking experience to guide you through the most important questions that will determine the short-term impact of the remodel on your bottom line.  Whoever you choose as your construction partner, answer these questions and you’ll be on your way to a successful renovation that generates excitement and momentum for your branch and leads to a new season of predictable growth.  This article first appeared on CUInsight.com --- ## Discover the Best Location for Your Next Branch Investment URL: https://www.level5.com/insights/discover-the-best-location-for-your-next-branch-investment Description: Technology and consumer behaviors have revolutionized everything from shopping to dating. As people redefine convenience on their own terms, they expect to easily and quickly be able to visit their local credit union or community bank branch. Category: Site Selection Published: 2024-07-19 Technology and Consumer Behaviors Have Changed Banking  Technology and consumer behaviors have revolutionized everything from shopping to dating. As people redefine convenience on their own terms, they expect to easily and quickly be able to visit their local credit union or community bank branch. As a matter of fact, when it comes to picking a financial institution, the biggest deciding factor for modern consumers is branch location. Branches are Back and Convenience is King With 60% of individuals preferring to bank close to home and 40% wanting to handle their banking near work, it’s no wonder that in 2023, U.S. banks added more net new branches for the first time in a decade. U.S. financial institutions have planned or opened more branches in the last few years than over the entire previous decade combined—with plans to continue that pace into 2028 and beyond. An Evidence-Based Approach to Site Selection & Acquisition The importance of investing in physical branches can’t be overstated. But there are a myriad of things to consider during the complex and time-consuming process—traffic patterns, customer dispersion, accessibility, visibility, hidden costs, CC&Rs, site due-diligence, and so much more. So how do you find the right branch location to minimize risk and maximize return? The LEVEL5 Difference For the last 20 years, we’ve applied an integrated, evidence-based approach to take the guesswork out of the entire design + build process—strategic growth visioning, custom technology solutions, site selection & acquisition, human-centric design, and expertly-crafted builds. Let’s focus on how you can discover the optimal location for your next branch investment. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ The Biggest Predictor of Success One of the biggest indicators of success relates to finding and acquiring the most promising strategic site for your next branch. We’re trailblazers in this area, since nobody else applies the same rigor to both the site selection and acquisition process. Our approach is turnkey, unrivaled, and proven.  We understand that finding and securing the ideal site starts with ruthlessly knowing your members or customers. To know your customers and exactly what they want, we mine the data—analyzing information about both current and future customers, competition, and future loan and deposit opportunities—and extract meaningful insights from that data. Those insights play a huge role in the site selection and acquisition process. Find the Right Site Using the insights gained from our market analysis, we provide a specific focal point within the designated trade area where we will then focus our site selection/acquisition activities.  We identify the strategic overlap of where your customers and potential customers live, work, and shop. You want to understand where your members or customers shop for groceries, not where they shop for Christmas presents. That specific overlap becomes our focal point as the ideal location for your next branch.  Our rigorous evidence-based approach provides you with confidence—our site and branch size and type recommendations have been proven to be 96% accurate in forecasting loan and deposit growth. You know exactly where to build, what type of branch to build, and what you can expect in terms of predictable financial outcomes for your financial institution.  Acquire the Right Site Having helped financial institutions acquire more than $1 billion in real estate, we’re experts on negotiating and delivering the very best location for you. Unlike our competitors, we negotiate directly with the seller, veil your identity, provide you with an “all-in” site acquisition cost, and offer a single point of contact to guide you through the entire acquisition process.  We’re committed to following the data and insights to set our financial institution partners up for success. Oftentimes, our research and market-based insights point us to a property that’s not for sale. That’s why over 70% of the properties we’ve acquired on behalf of our financial institution partners are not actively listed on the market. Get Clarity and Be Bold Just remember, when it comes to site selection and acquisition, it’s absolutely crucial to explore your next real estate move through the lens of a comprehensive, research-based strategy. Visit our website to learn more about how our team of experts can empower you with the clarity you need to be bold, act confidently, and implement strategies that will enable you to grow 38% faster than your local competitors. This article first appeared on CUInsight.com --- ## Refresh, Renovate, or Reinvent: How to Estimate Your Best Investment URL: https://www.level5.com/insights/refresh-renovate-or-reinvent Description: Transform your credit union and community bank branches to boost customer engagement and community attention with our guide on refreshing, renovating, or reinventing your branch locations. Category: Strategy Published: 2024-06-10 In the constant competition for core deposits, the first impression your branches make has a significant impact on whether or not a potential member or customer will consider your financial institution. How do you estimate your best investment—the areas where you can refresh, renovate, or reinvent branches in your network? Updating a branch location in an existing market with a strong growth opportunity draws attention in your community and drives new customer engagement. Current and existing customers along with the branch staff will benefit from an environment that functions every bit as good as it looks. This article covers the different levels of investment you can make to update your branches and the key indicators that should guide you in your decision-making.  What are the different levels of investment for updating our branches? In terms of updating your current branches, there are three different approaches to consider—refresh, renovate, or reinvent. Each of these levels has a different goal and requires a different level of investment. Refresh: Surface-Level Revival The refresh strategy focuses on superficial changes to rejuvenate the branch’s appearance and drive new customer engagement. A refresh involves minor fixes that cover up wear and tear accumulated over the years. A fresh coat of paint or updated branding, wall graphics, repairing damaged surfaces, and replacing worn-out carpets are examples of these quick fixes. As a relatively simple process, refresh remodeling has minimal impact on branch operations. It’s a cost-effective way to enhance aesthetics and maintain a presentable environment. Redesign: Modernization and Efficiency Enhancement A redesign strategy aims to address both outdated design elements and inefficiencies within the branch. This approach doesn’t entail a complete overhaul, but instead employs a targeted strategy to improve functionality. For instance, replacing traditional teller lines with teller pods, incorporating Interactive Teller Machines (ITMs), or introducing tech tables with iPads can enhance customer engagement and convenience. Even incorporating things like a coffee lounge or a fireplace work wonders to create an inviting and comfortable experience. Watch the video below about Colorado Credit Union’s branch remodel, where our team refreshed an existing space into a new branch with new teller pod layouts, a community room, and more. Centered Video .video-container { display: flex; justify-content: center; align-items: center; padding-bottom: 35px; /* Add padding underneath the video */ } Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ Reinvent: Complete Transformation for Maximum Impact  The reinvent strategy marks the most comprehensive and impactful form of branch remodeling. This approach involves a radical transformation, falling just short of entirely new branch construction. It encompasses elements from both refreshing and redesigning strategies while introducing more profound changes.  Knocking down walls to create an open, flowing layout can greatly enhance member or customer experience. This level of remodeling also presents an opportunity to reimagine brand execution within the physical space. Incorporating technology for a superior member or customer journey, employing customer consultation rooms, and manipulating lighting for ambiance all contribute to an immersive and modern banking environment. View our video below that shows four remodels for Wasatch Peaks Credit Union in Utah, we created a modern, refreshed and uniform look, a complete overhaul from their older (acquired) traditional spaces from the 90’s. Included in the remodels were:  Teller towers Glass walls for an open-air environment  Optimized floor plan focused to customer engagement  Cash recyclers  Coin machines Centered Video .video-container { display: flex; justify-content: center; align-items: center; } How often should branches be updated? While there is no hard-and-fast rule, we recommend that branches follow the same pattern as other retailers—your locations should receive some kind of physical update every 5-10 years at a minimum. Deciding Which Level of Investment is Right for Your Branches Check out this previous article where we laid out how to calibrate your investment to the size of the opportunity for each branch. The process described there will guide you to quantify both current performance and future opportunity—the main factors to consider when determining which level of investment is right for each of your branches.  Even if you’re not considering a completely new build, you should always include a significant investment in updating your existing branches in your annual budget. Most likely, you won’t be able to update all of your branches at the same time. But you can use this model to budget for consistent updates throughout your branch network to keep you competitive in today’s market. This article first appeared on CUInsight.com --- ## Decoding Branch Performance: Gathering Key Insights to Grow Core Deposits URL: https://www.level5.com/insights/decoding-branch-performance-to-grow-core-deposits Description: Discover how a performance-opportunity matrix can help you make strategic investments and grow core deposits. Learn where to focus for maximum impact. Category: Growth Published: 2024-05-30 How do you dig through all of your branch performance data to find the insights that will guide your strategic plan? How do you decide where to make investments that will yield the most growth in core deposits? We’ve found the best tool for understanding current branch performance and making strategic decisions is a performance-opportunity matrix.  The matrix is based on four quadrants and each branch is plotted in one of the four quadrants based on more than a dozen data points, allowing you to understand your overall network performance and where to make strategic investments. What are the four quadrants? Let’s dive in.  Low Performance & Low Opportunity This may be the most difficult quadrant to face from a strategic perspective. In some instances, credit union and community bank executives waste time, effort, and capital trying to squeeze better performance from every branch—even those with limited opportunity for growth.  If you have a branch in this category, the best options may be to either close it down or relocate it. LEVEL5 worked with a client recently when they had an underperforming branch in a strip mall that had taken a downturn in terms of tenants since the pandemic.  In our analysis, we determined that the best investment would be to relocate the branch to a fantastic location close by. Their members and customers gave them immediate positive feedback on the move and they’re now hitting all of their performance targets in terms of new customers and growth in loans and deposits. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ High Performance & Low Opportunity If any of your branches are in this quadrant, leave them alone! Or, if anything, do some work to understand how they are making the most of limited growth opportunity and implement any learnings across your branch network.  You can think of it as placing a “do not disturb” sign on these branches from a strategic point of view. If they’re performing well in this quadrant, leave them alone! Low Performance & High Opportunity These branches deserve as much investment as you can afford. A branch with high growth opportunity (based on demographics like population, population growth trends, and median household income) may be underperforming for many different reasons.  Take the time to evaluate the staff, review your product offerings, and fine tune the customer experience from start to finish. This may result in the need for additional staff training, a branch refresh, or even a complete branch renovation.  A branch refresh leaves the bones of the branch intact while updating surfaces with paint, carpet, and other design enhancements. It can also include a technology overhaul that removes old-style teller counters and replaces them with more open, engaging consultative pods. If the overall flow of the branch is solid, a branch refresh is a great way to elevate branch performance and drive core deposit growth.  A branch renovation goes deeper, usually keeping the footprint of the branch the same but rethinking and reworking the entire floor plan and the flow of your customer experience. It would certainly also include many of the elements of the branch refresh described above in terms of updating surfaces, design enhancements, and technology improvements. These kinds of changes make a big difference to how customers and potential customers perceive the branch. High Performance & High Opportunity This is the most important category in terms of making a strategic investment. A high performing branch that’s in a high growth opportunity location is the dream scenario! What are changes or additions you could make that would launch this kind of branch even higher? You may wonder, “If they’re already performing well, why would we want to invest in them? Shouldn’t we try to improve low performing branches first?” The answer is simple—and it’s the most important takeaway from this article.  Calibrate your investment to the size of the opportunity.  The level of growth opportunity for each branch is determined by many factors including demographics (some of these were listed above), competitor presence (or lack of it), and that branch’s current member or customer base.  Your best performing branches are most likely to be in the best locations. These are the branches you should focus on, trying to squeeze every bit of core deposit growth from them. Since they’re doing well, invest the time with your team to analyze and understand why they’re performing well and then do whatever you can to maximize those areas.  We regularly advise credit union and community bank executives to make the difficult decision to close or relocate an underperforming branch. Sometimes, it’s easy to get drawn into a spiral of trying to turn a branch around when the potential growth opportunity doesn’t warrant that kind of investment.  Tread lightly when considering pouring time, energy, and capital into underperforming branches with little-to-no potential for growth. Always calibrate your level investment to the size of the potential growth opportunity. That’s a winning strategy for the long term. For more about the Core Deposit Growth Trends and practical strategies to grow your financial institution, download our white paper.  This article first appeared on CUInsight.com --- ## The Power of Rebranding URL: https://www.level5.com/insights/the-power-of-rebranding Description: Following two decades helping financial institutions achieve meaningful growth, we've undergone our own transformation. Learn more about our rebrand. Category: News Published: 2024-05-15 Unlocking Next-Level Potential As a market leader in the design + build industry, we know that a rebrand is so much more than getting a new logo or fresh tagline. When done with strategic foresight, a rebrand is about a company investing in a new chapter of its story to reach the next level of its potential. And reaching new levels of potential is something we know a thing or two about. Our team is made up of innovators in technology, consulting, real estate, design + build and more. Every time we tackle a project, we push our partners to dream bigger and execute boldly in order to stand out in the competitive market. So we’re uniquely positioned to understand the power of pivoting and the possibilities created by rebranding. Aligning with Our Predict, Plan, Build and Grow Model We’ve spent the last two decades curating a comprehensive set of solutions designed to help financial institutions experience meaningful growth. Our integrated roadmap to success empowers banks and credit unions to predict, plan well, build smart and grow up to 38% faster than their local competitors. We have no interest in being average, and the financial institutions with whom we partner have no interest in being ordinary. That’s why we infuse creativity and ingenuity into every phase of our process. Time and time again, we’ve experienced how thinking (and building) outside the box is the differentiator that creates lasting impact for our partners as well as their members and customers. We’ve invested countless hours empowering financial institutions to push the envelope to promote their growth, and this rebrand really allowed us to put our money where our mouth is, in terms of pushing the envelope to foster our own next-level of success. Reflecting on Our Commitment to Evolve In this digital age, where first impressions are usually formed online, a well-executed brand is more important than ever. Our team sees our rebrand as an exciting opportunity to clarify our message and offerings in a way that meets the current moment. We’re proud that our cohesive and polished brand identity conveys our values, our services and our creative prowess–qualities that build trust and productive partnerships. Every aspect of the fresh look and feel and elevated messaging really embodies who we are and where we’re going. The entire rebrand is sophisticated, clarifying and heartfelt. It reflects our commitment to constantly adapt and evolve to meet the ever-changing needs of our partners and our communities. Embracing a Rich History of Excellence With all this talk about transformation, it’s important to highlight that some things haven’t changed. Our tried-and-true process is the same. From strategy and tech to site selection, design and build, our team is committed to our proven process. Contact us to learn more about our services and how we can support your next level of growth. --- ## 5 Strategies for Predictable Core Deposit Growth URL: https://www.level5.com/insights/five-strategies-for-predictable-core-deposit-growth Description: Learn 5 practical, proven strategies for producing predictable core deposit growth for your financial institution. Category: Growth Published: 2024-04-06 This article originally appeared on CUInsight.com. In today’s financial landscape, core deposits are the lifeblood of your financial institution.  Interest rates seem to have stabilized, but the combination of the rise of interest rates and inflationary pressures in the last few years has returned us to a place where the best way to grow your credit union or community bank is by growing core deposits.  While you may have embraced that reality in theory, many credit union and community bank leadership teams struggle to find and implement practical strategies that will help you compete and win in your market. Strategy 1: Focus on advisory services over transactional. Focus on building relationships and providing thoughtful financial advice to customers. Big bank conglomerates may beat you on digital tools, but there’s no reason they should beat you on delivering advisory services that increase your customers’ financial wellness.  To do this well, you need to build trust, provide excellent customer service, and give members or customers solutions to the practical financial problems they face.  In some ways, “advisory over transactional” could be the category that all of the strategies below fall underneath, but it’s important enough that it needs to be at the top of the list. Strategy 2: Target Gen Z. Gen Z was born into a world with digital advancement in hyper-speed, but also a world of financial turbulence. The result is a generation that may seem like something of a paradox—digital natives who are more financially conservative.  By providing financial education and enablement, you have the chance to bring this generation into their fold as loyal customers and low-cost depositors. Consider offering educational classes for the community about topics like living on a budget, getting your first mortgage, and understanding different saving and investing options. You’ll build trust and give members or customers the tools they need to thrive financially. Strategy 3: Reinvent branches. Have you noticed how often restaurants update and remodel their locations? Usually about every 5-7 years. And it’s not a waste of an investment, either. Studies show that remodeled restaurant locations usually see sales increases between 15-40%.  If updating the space where people go for a chicken sandwich makes that much of a difference, how do you think people view a branch that hasn’t been updated in 10+ years? Make the strategic investment to update your spaces—not just with a coat of fresh paint and new carpet (although you probably need those as well). Reimagine your space to facilitate a more advisory approach instead of putting your staff behind a huge teller wall.  You’ll be surprised at how a refreshed and reinvented space attracts new members or customers. Strategy 4: Highlight local connections. Here’s another area where financial institutions can run circles around the big bank conglomerates. Make strategic investments in your community and don’t be shy about spreading the word about the good work you’re doing.  Many people don’t understand that credit unions and community banks are fundamentally different from banks in that they don’t exist to benefit a group of unknown shareholders. As nonprofits, credit unions and community banks should invest time, energy, and resources to help people understand how they make communities better by keeping revenues in the community.  Strategy 5: Gather and share customer testimonials.  Putting systems in place to consistently gather and share customer testimonials is one of the most important things you can do from a marketing perspective.  People are bombarded everyday with literally thousands of marketing messages. Online reviews play a shocking role in the decisions people make every day about which products and services they choose.  In fact, partially due to the overwhelming amount of marketing messages consumers receive, they overwhelmingly trust what others say about you over what you say about you.  You can regularly request that satisfied customers post a Google review of your financial institution (there are automated services that will make this fairly easy that are surprisingly affordable).  And, you should consistently ask members or customers for their feedback so you can both improve the services you offer and share their positive testimonials through all of your communication channels.  Far too many credit union and community bank executives drastically underestimate the power of customer reviews and testimonials. Many of your members or customers will be happy to give a review or testimonial—they just need to be asked.  More Intense Competition for Core Deposits is On the Horizon. Are You Ready? It may go without saying, but we feel the need to say it anyway. Greater competition for core deposits is coming soon—in fact, it’s already here!  If you’re not feeling a sense of urgency to find and implement effective strategies to grow your core deposits in a predictable way in the future, you haven’t been paying attention the last few years.  Now is the time to take bold action. Even if you can’t do all of the strategies we’ve articulated here, choose one or two and get going now. Then, over time, implement as many as you can. That’s a plan for predictable long-term growth. Contact Us for Credit Union or Community Bank Growth Strategy Reach out to our expert financial institution consulting and branch optimization team today for help with targeting and reaching new members or customers– we’ve guided financial institutions for more than 20 years with a reliable data-driven approach to identify customer demographics and optimal ways to foster their engagement. --- ## 3 Common Mistakes Credit Unions Make When Looking to Grow Core Deposits URL: https://www.level5.com/insights/mistakes-credit-unions-make-to-grow-core-deposits Description: Avoid these 3 common mistakes credit unions and community banks make to grow core deposits and set a predictable path to strategic growth. Category: Growth Published: 2024-03-17 How are we going to grow core deposits? This is the question many credit union and community bank executives have recently been wrestling with. With zero percent interest rates a thing of the past, the only real option financial institutions have is to expand their reach—attracting new members or customers who make new deposits. How can you avoid mistakes financial institutions make to grow core deposits? The unfortunate reality is that many executive teams had been lulled into an uneasy sleep over the last 15 years, thinking that the low interest rate environment would never end. Now, finally facing the fact that we won’t be going back to that any time soon, they’re scrambling for a silver bullet to find new customers, open new accounts, and bring in those new deposits. In that scramble, we’re seeing credit union and community bank executives oftentimes making three big mistakes. If you want to cultivate a growth strategy that yields consistent, predictable long-term growth, you’ll need to avoid all three. MISTAKE #1: Putting all your eggs in the digital basket. Do you need a good solution for online banking? Of course. Are you going to create an online banking experience that differentiates you in your market to the degree that it will be your primary growth engine? Probably not. Community based financial institutions will almost always struggle to compete on a digital solution alone when compared with enormous banks that can invest tens of millions into their online tools. You need digital banking solutions that work, yes, but you’ll never grow solely based on your app or your online bill pay. To compete and win the online banking battle will take more than you will ever be able to spend. If you’re putting all your hopes for growing core deposits into attracting new members or customers through your slick mobile app, think again. The online experience is one factor—and not even the most important one—for people (no matter their age) who are evaluating banking options. Digital alone won’t grow your core deposits. MISTAKE #2: Believing the “branching is dead” myth. Branching as a growth strategy is far from dead. If you’ve been paying attention lately, both PNC and JP Morgan Chase recently announced enormous investments in their branches. They’re planning to open new branches, close under-performing branches, and remodel existing branches, investing billions of dollars in making sure that they’ve got up-to-date locations in the communities where their potential customers live and work. At LEVEL5, we’ve seen insight-based branching strategies predictably grow core deposits no matter the economic landscape. Digital transactions don’t build trust. And trust is what ultimately drives where people put their money. When you’re on a road trip, you’ve got to decide which gas station and convenience store you’ll use. How do you decide? You look for indicators of the other businesses nearby, if the exterior looks clean and well-maintained, and the ease of access to get in and get out. If you consider all those factors when you’re going to spend 10 minutes there to fill up your car and get a snack, how much more important are those factors when people are considering where to put their money? Branching is still the best strategy to build trust and attract new customers. MISTAKE #3: Thinking data is the same thing as insight. Do you remember when everyone started talking about the power of big data? The conversation was all about how advances in technology would allow smaller entities to gain the same access to enormous amounts of data to better understand their companies and their customers. Big data by itself won’t help you grow your credit union or community bank. Everyone has data these days. You don’t need more data. You need more insight. When you can sift through the mountains of data and draw conclusions that matter, that’s insight. When you can see and take advantage of real estate opportunities when the best locations aren’t even on the market, that’s insight. Insight comes from combining data from many sources—including boots-on-the-ground research—and leveraging both experience and expertise to understand what the data means … and how it can guide your growth strategy. If you don’t avoid these mistakes financial institutions make to grow core deposits, you’ll be taking enormous risks and miss key opportunities while your competitors—including the big banks like PNC and JP Morgan Chase—gobble up the best locations and new deposits. But if you can resist and avoid these three mistakes, you’ll be on your way to developing a predictable growth strategy that will attract new customers and increase your core deposits and get a jump on the competition. To learn more about how you can set your credit union or community bank on a predictable growth path, download LEVEL5’s latest white paper, Core Deposit Growth Trends →. This article was first posted on CUInsight.com. --- ## Targeting Gen Z for Financial Institution Growth URL: https://www.level5.com/insights/targeting-gen-z-for-credit-union-growth Description: Learn how to connect with Gen Z for financial institution growth—to deliver the kinds of banking experiences they're looking for today. Category: Growth Published: 2024-01-26 Generation Z has grown up in times of financial uncertainty and especially these days, they are still feeling the impact of Covid-19 on their income. How can you serve Gen Z well in order to help your credit union or community bank growth strategy? Now more than ever, Gen Z prioritizes becoming financially savvy and your financial institution should be equipped to provide them with the solutions they’re looking for, helping you create loyal customers for a lifetime.   Here are our expert tips on targeting engagement with Gen Z for credit union and community bank growth. Centering Accessibility Thanks to exponential tech advancements, Gen Z grew up in an “on-demand” environment and they’re used to being able to access anyone through phone, email, text, and chat.  Your credit union or community bank must not only have the technology in place to address these needs, but must also clearly convey the “on the go” convenience of this accessibility to your Gen Z customers via your marketing strategy to help differentiate yourself from competitors.   Providing Gen Z the flexibility to access your products and services when they want and how they want to across various platforms goes a long way in building loyalty among this generation.  Delivering Cutting-Edge Technology On top of accessibility via tech, Gen Z also expects the latest-and-greatest retail banking technology hardware itself.  Having grown up with some of the best technology on the market such as smartphones, laptops, and iPads, Gen Z often expects the world around them, including their banking institution, to provide modern technology for speed and seamlessness in their interactions.   For financial institutions, a retail branch experience complete with modern displays, tablets, or self-service kiosks positions you as an up-to-date institution that’s ready to meet the fast-paced needs of modern members or customers.  It may go without saying, but we’re going to say it anyway. Connect with Gen Z by creating a smartphone app. Creating an app for your financial institution will make your services available even when you’re closed. When many credit unions and community banks were closed during the pandemic, customers relied on their app for information and access to banking services.  A modern, user-friendly app guarantees a good experience for members or customers outside of the branch.  Promoting Your Debit Card Many consumers seek sound financial advice from a trusted source, their banking institution. Most people that are a part of Generation Z are now directly affected by these unfamiliar times—which makes them want to become more financially educated to achieve their goals. They will look to their financial institution to educate them.   Promoting your debit card with Gen Z customers will help them understand how to budget their money for their future. As a credit union or community bank, it’s not only important to encourage debit card use among this generation, but also budgeting to ensure that they’re on the right track to being financially responsible.  By providing relevant financial advice, you form a connection that will continue to grow over time. And that’s a great way to leverage engagement with Gen Z for your credit union or community bank growth strategy.  Contact Us for Credit Union and Community Bank Growth Strategy Reach out to our expert financial institution consulting and branch optimization team today for help with targeting and reaching new members or customers– we’ve guided financial institutions for more than 20 years with a reliable data-driven approach to identify customer demographics and optimal ways to foster their engagement. --- ## How to Grow Core Deposits for Your Financial Institution URL: https://www.level5.com/insights/how-to-grow-core-deposits-for-your-credit-union Description: Explore how outstanding customer service, local focus, and personalized in-branch experiences can help you grow core deposits. Category: Growth Published: 2024-01-12 Past financial trends shape how financial institutions grow in the present and future and the tumultuous ups and downs of the economy, world events, and interest rates over the past 20+ years has created an environment today where it’s crucial for many institutions to reexamine their strategy to ensure long-term stability through growing core deposits. It’s too early to say exactly what the “new normal” will look like for local credit unions and community banks, but we can project some trends with confidence. Rising rates will put a spotlight on core deposits and other low-cost funding sources. Higher rates may dampen loan demand in the short to intermediate term. There will always be demand for loans for essential purchases like cars and homes. Local financial institutions may need to refocus their strategies in light of diminished loan demand. So where do you start? We’ve helped financial institutions meet their loan-to-deposit ratio goals for over 20 years, so we’ll begin with some tried-and-true methodS. Three Critical Core Deposit Growth Strategies Utilize these strategies in day-to-day interactions and for your long-term institutional strategy to bolster core deposit growth for your credit union or community bank.  1 – Outstanding Customer Service As a credit union or community bank, outstanding customer service helps you stand out from competition. Great customer service is about treating members or customers with respect, foreseeing customer questions and concerns, providing knowledgeable solutions, and clear communication. Whether it’s a representative from the call center or in-branch visit, members or customers rely on credit union and community bank staff to guide them through financial challenges and connect them efficiently with services that properly meet their needs so make it paramount to train your staff on delivering the best customer experience possible.    2 – Focus Locally Unlike big national banks, credit unions and community banks are often more community-based and integrated and that can be quite an advantage! Having a real connection to the community that you serve helps establish a more personal working ecosystem, custom-tailored to the markets you serve. Strategically focus on meeting your local customer’s needs and showcase your commitment to those around you. This will work wonders in helping generate your deposits.    3 – Personalize In-Branch Experiences As effective as modern credit union and community bank technology is, nothing compares to a personal human-to-human connection, which is one reason why the branch will never go away. Members or customers will always appreciate personalized financial guidance from staff in a warm, welcoming, professional environment. Do you staff greet customers upon their entrance? Do you have comfortable furniture in the lobby space for folks to wait on? Is your branch design well-lit and spacious? Being able to provide friendly, in-person retail banking experiences improves customer participation, trust and long-term loyalty to your institution, so make sure your branches reflect the personal attention your institution prides itself on providing.  Growth Strategy & Consulting for Financial Institutions The financial landscape is constantly changing and it’s essential that growth-minded financial institutions continue to evolve whilst also relying on time-tested strategies. Putting members or customers first by maintaining accessibility, providing a personal connection, and enhancing customer services will help you grow core-deposits and long-lasting customers.  Here at LEVEL5 we can assist you in creating a credit union or community bank growth strategy that sets your institution up for reliable growth for years to come. For over two decades, we have created solutions for financial institutions that cater to each organization’s unique needs, that’s why our clients grow 38% faster than their peers on average! --- ## Enhanced Credit Union and Community Bank Retail Banking: Remodel Your Branch for Optimal Customer Growth URL: https://www.level5.com/insights/enhanced-credit-union-retail-banking-remodel-your-branch-for-optimal-member-growth Description: Remodeling Credit Union and Community Bank Branches for Optimal Customer Growth with Level5's Retail Banking Solutions. Explore Now Category: Growth Published: 2023-08-25 Embracing Evolution to remodel your financial institution Remodeling credit union and community bank branches is essential to competing in an evolving market. In the rapidly evolving landscape of credit union and community bank retail banking, adaptation to technological advancements is paramount for institutions to remain relevant and competitive.  However, embracing change should always be accompanied by a well-thought-out strategy. While the idea of creating a network of completely new modern branches might be enticing, it’s crucial to consider factors such as budget and operational capacity.  Remodeling existing credit union and community bank branches can offer a practical and efficient solution. This article delves into the significance of credit union and community bank branch remodels and outlines three tiers of remodeling strategies:  Refresh Redesign Reinvent The Need for remodeling credit union and community bank branches In an era where technology drives member or customer expectations, many branches are lagging behind in terms of design and functionality. While they may serve their purpose to some extent, they lack the modern strategies that can optimize customer experience. Whether it’s an outdated floor plan or a lack of technological integration, the need for remodeling is evident. Even branches untouched since the 1960s are candidates for transformation, highlighting the universal need for change. Three Tiers of Remodeling Strategies 1. Refresh: Surface-level Revival The refresh strategy focuses on superficial changes to rejuvenate the branch’s appearance and drive member or customer engagement. This involves minor fixes that cover up wear and tear accumulated over the years. A fresh coat of paint or wall graphics, repairing damaged surfaces, and replacing worn-out carpets are examples of these quick fixes. As a relatively simple process, refresh remodeling has minimal impact on branch operations. It’s a cost-effective way to enhance aesthetics and maintain a presentable environment. 2. Redesign: Modernization and Efficiency Enhancement Moving up the remodeling ladder, the redesign strategy aims to address outdated elements and inefficiencies within the branch. This approach doesn’t entail a complete overhaul, but instead employs a targeted strategy to improve functionality. For instance, replacing traditional teller lines with teller pods, incorporating Interactive Teller Machines (ITMs), or introducing tech tables with iPads can enhance member or customer engagement and convenience. Even incorporating things like a coffee lounge, or a fireplace work wonders to create an inviting and comfortable experience. Watch our video on Colorado Credit Union’s Branch Remodel, where our team refreshed an existing space into a new branch with new teller pod layouts, a community room, and more! 3. Reinvent: Complete Transformation for Maximum Impact The reinvent strategy marks the most comprehensive and impactful form of branch remodeling. This approach involves a radical transformation, falling just short of entirely new branch construction. It encompasses elements from both refreshing and redesigning strategies while introducing more profound changes. Knocking down walls to create an open, flowing layout can greatly enhance member or customer experience. This level of remodeling also presents an opportunity to reimagine brand execution within the physical space. Incorporating technology for a superior customer journey, employing customer consultation rooms, and manipulating lighting for ambiance all contribute to an immersive and modern banking environment. View our video on 4 Remodels for Wasatch Peaks Credit Union in Utah, we helped create a modern, refreshed and uniform look, a complete overhaul from their older traditional spaces from the 90’s. Included in the remodels were: Teller Pods Glass walls for an open-air environment New Floor Plan layouts optimizing operations and customers’ journeys Cash Recyclers Coin Machines Adapting to Survive: The Necessity of Change In the current landscape, embracing change is not just important; it’s essential for survival. With consumer expectations evolving rapidly, credit unions and community banks must keep pace to remain competitive. Remodeling offers a tangible way to meet these demands, allowing financial institutions to offer modern, efficient, and engaging services to customers.  As financial services technology continues to shape the industry, remodeling becomes a means to not only survive, but to thrive. Taking the Step Towards Transformation The evolution of credit union and community bank retail banking demands a proactive approach to change. While the idea of building entirely new branches may seem tempting, it’s also vital to assess the most suitable strategy based on budget, operational capacity, and member or customer needs. Remodeling existing branches offers a practical and efficient solution. Whether through a surface-level refresh, a targeted redesign, or a comprehensive reinvention, branch design remodeling allows financial institutions to adapt, transform, and create a banking experience that aligns with the expectations of today’s tech-savvy consumers. If you’re ready to embark on the journey of branch transformation, contact LEVEL5 to assess your branch needs and develop a tailored strategy for a modern and customer-centric banking environment. Together, we can shape the future of your retail banking and growth through strategic remodeling. This article first appeared on CUInsight.com. --- ## Designing Your Branch Prototype: Creating a Future-Proof Banking Space URL: https://www.level5.com/insights/designing-your-credit-union-branch-prototype-creating-a-future-proof-banking-space Description: Transform your financial institution with a strategic branch prototype approach. Elevate experiences, ensure success in banking's dynamic landscape. Category: Design / Build Published: 2023-08-10 A space says more than a thousand words, and your credit union or community bank branch prototype says a lot. In the ever-evolving landscape of credit union and community bank retail banking, your branch serves as the physical embodiment of your institution’s identity. A well-designed branch not only attracts new customers but also nurtures existing relationships. It’s a space where face-to-face interactions occur, complex transactions are handled, and solutions are provided. In this digital age, the branch remains a critical avenue for delivering the human touch that digital channels simply cannot replicate. As you consider reinventing your brand and enhancing your customer experience, one vital strategy is the creation of a new branch prototype. The Role of a Credit Union and Community Bank Branch Prototype in Modern Banking Your branch isn’t just a building; it’s a strategic asset that showcases your brand, culture, and commitment to member or customer service. A well-executed prototype branch serves as the foundation for your entire network, ensuring consistency and efficiency across all locations. At LEVEL5, as leaders in credit union and community bank branch design for over 20 years, we emphasize the significance of a new branch prototype. The majority of our projects center around this concept. Identifying the Need for a Branch Prototype in a financial institution The decision to develop a retail branch prototype arises when you seek a comprehensive and uniform approach to optimizing your branch network. This extends beyond new market entries, encompassing your existing branches in need of rejuvenation. Often, established credit unions and community banks find themselves with multiple locations that lack engagement and alignment with their brand. A prototype offers a solution, breathing new life into tired spaces and setting the stage for future growth. The Development Process Creating a successful branch prototype involves a meticulous development process that caters to your institution’s unique needs, goals, and brand identity. The journey begins with an in-depth Programming and Visioning phase, where you collaborate closely with key stakeholders. During this phase, you uncover critical insights into your institution’s requirements, retail strategies, influences, and brand elements. Once this foundational knowledge is gathered, the next step is synthesis. Our skilled designers work to weave these elements into a cohesive and functional design. The resulting prototype branch includes: Structural outlines and preferred technology Thoughtfully curated design choices Integration of banking equipment and brand deployments Incorporation of iconic elements Attention to details like furniture style, tile selection, and carpet color This comprehensive approach ensures that every aspect of your prototype branch aligns seamlessly with your institution’s vision. Flexibility And Adaptability One of the remarkable benefits of a well-designed branch prototype is its adaptability. The prototype serves as a template that can be tailored to various needs, which saves time and costs on re-designing from scratch. This adaptability extends beyond replicating the prototype in new locations. You can seamlessly translate the standard-sized floor plan into: Micro branches Standalone kiosks in smaller towns Adaptation for regional offices and operational centers This flexibility ensures that your branch design components and customer experiences remain aligned with your strategic goals no matter where you are meeting your members or customers at. Embrace the Future with Your Branch Prototype In an ever-changing banking landscape, where technology and member or customer expectations evolve rapidly, having a modern branch prototype ready for deployment is a forward-thinking strategy. It’s a blueprint that accommodates growth, adapts to changing market dynamics, and ensures your branch network remains a relevant and vibrant growth asset. Embark on Your Branch Transformation Journey The role of the branch cannot be underestimated as you contemplate your credit union or community bank’s future. It’s not just a physical space; it’s a strategic touch point that connects your institution with its customers. Embracing a branch prototype approach, backed by a team experienced in design and implementation, can reshape your institution’s identity, enhance customer experiences, and set the stage for sustained success in the dynamic world of banking. Don’t hesitate to reach out to our team to discuss how a new branch prototype could transform your institution. With decades of experience in implementing effective and visually stunning branch design templates, we’re ready to guide you on this exciting journey toward branch innovation and excellence. --- ## How to Choose the Perfect Location for Your Credit Union or Bank Branch URL: https://www.level5.com/insights/how-to-choose-the-perfect-location-for-your-credit-union-or-bank-branch Description: Discover the Art of Selecting the Ideal Location for Your Credit Union or Bank Branch. Strategic Insights for Success Await Category: Site Selection Published: 2023-08-03 A data-driven branch strategy approach Selecting the ideal site for your credit union’s or community bank’s next branch is a critical decision that can significantly impact your institution’s long-term success. Gone are the days of relying on intuition alone; today, financial institutions need to use data-driven strategies to make informed choices.  At LEVEL5, we understand the importance of coupling data with our Branch Site Selection services to provide well-informed, actionable recommendations. In this article, we’ll explore why it’s crucial to let the data dictate the right location in your trade area and how partnering with a developer-minded firm like LEVEL5 can lead to the best results. Data-Informed Branch Site Selection: More Than Drawing a Circle on a Map Simply drawing a circle around a location on a map based on gut feelings won’t guarantee the best site for your next credit union or community bank branch. Accurately assessing growth markets requires a comprehensive analysis of multiple data points that leads to a quantifiable recommendation. However, while having data pointing to a specific site is essential, it doesn’t guarantee the availability of suitable locations in that area. That’s why LEVEL5 synthesizes our data strategy with our vast real estate acquisition experience and capabilities. Aligning Strategy with Actionable Branch Site Recommendations Data without a clear strategy is meaningless. Paying for data analysis is only valuable if it leads to actionable insights. We combine our Site Selection services with the data obtained during our Branch Market Analysis Strategy sessions so that we only recommend prime sites which can be acquired. This integration ensures that the locations we recommend not only meet the data criteria but also align with your defined business strategy. By fusing data and strategy, we present you with workable options that truly support your long-term growth goals. The Benefits of a Developer-Minded Branch Network Partner Choosing a site is about understanding how the chosen location fits into your long-term plan. That’s why we think of ourselves as developers with your overarching plans as the goal, not mere brokers. Our approach involves a thorough assessment of the geographies and available options within a given trade area.  Moreover, we overlay the Credit Union or Community Bank Branch Design types that best suit the specific location, directly aligning with your 10-Year Branch Pro forma developed during the Strategy phase. This approach ensures that the site chosen will indeed support your long-term objectives. Location, Location, Data-Driven Action: Partner with LEVEL5 for the Perfect Credit Union or Community Bank Branch Site Selecting the right site for your branch or headquarters is a critical process that requires more than just intuition or simple mapping. A data-driven approach, coupled with a clear strategy, is essential to making informed and actionable decisions to grow your branch network.  At LEVEL5, we bring you the expertise of a developer, not a broker, as we assess geographies, identify suitable options, and align them with your long-term goals. Let the data guide you to an optimal site and work with a partner who understands your unique needs. Contact LEVEL5 today to ensure that your financial institution makes the best location choices for sustainable growth and success. --- ## Don’t Let Your Data Go to Waste: Maximizing Growth Opportunities in Credit Union and Community Banking URL: https://www.level5.com/insights/credit-union-growth-strategy Description: Elevate Your Financial Institution with a Proven Credit Union and Community Bank Growth Strategy. Uncover Opportunities for Success Now Category: Industry Insights Published: 2023-07-26 The Perishable Nature of Data in Credit Union and Community Bank Growth Strategy Credit union and community bank growth strategy is like apples. When you go to the grocery store, and you see those ripe, crisp apples at their peak of freshness, you buy a bunch with every intention to consume them over the next day or so. You put them in a bowl, on the counter, but if they go unattended, they begin to stale, go past their peak freshness, eventually going rotten. In the world of credit union and community banking, data and apples are one and the same. When delivered, they are fresh. If left alone, they begin to stale with each passing day. If you are a financial institution executive looking to grow and you are given fresh data, do you intend to do something with it, or will you just watch it rot? When you hire a firm like LEVEL5 to assess your current and potential growth markets, we give you irrefutable data points and a 10-year pro forma back-tested to have the highest level of accuracy in the industry. When looking to de-risk decisions, you have confidence in the black and white, binary numbers to help support your decisions.  But that data has a shelf life, and you need to strike while the iron is hot. Otherwise, you may miss out on real growth potential because as time ticks on, your data becomes stale, all the while, your competition will likely be making their moves. Let’s say you receive the data and you don’t act on it for 6 months…that’s 6 months you could’ve been making progress, now lost. Can your institution really afford to be behind for so long? 3 Ways Current & Valid Data Assist Your Overall Growth strategy For your financial institution Change is the only constant, and how you fare rests on your ability to adapt accordingly. That goes for branch networks too, one of your major avenues for gaining and maintaining your desired membership. Visualize your branch network as an ever-adapting entity, acclimating to the winds of change in market viability and customer demographics. You need to play this strategy correctly and decisively to win out. Accurate analysis for fruitful future steps can certainly be made in this state of flux. However, lingering on data longer and longer places your organization further and further behind in making highly effective moves for your network’s viability. There are 3 pivotal ways to optimize your network, but acting on your current data analysis is highly time-sensitive in order to reap the rewards. Opening New Branches in the Right Areas With accurate market and demographic analysis aligned with your specific goals, you understand the logic and purpose behind opening up new branches in high-quality locations. You don’t want to let solid direction pass you by here, as you’ll be missing out on prime locations that will be building up your member or customer portfolio and holdings. Worse yet, a savvy competitor may beat you to saturating a market before you can. Watch our video on Northeast Credit Union where we helped them grow into new places with informed market analysis. Closing Under-performing Branches Branches that are repeatedly in the negative need to be closed and waiting too long means they’ll keep pulling valuable resources from your organization, resources that could be reutilized elsewhere for growth. Don’t worry, closing a branch is not the end of the world, in fact, it’s just par for the course. Similar to retail environments, it is part of the evolution of your institution. Their absence can be made up for in spades with your new locations that are primed for future performance. Do you act soon and save resources based on your valid data? Or do you wait to see what happens while running a real risk of detriment to your institution? Crafting Your New Branch Prototype Your prototype works on so many levels to drive your institution into the future and holding back in its implementation sets you back even further. A world-class prototype design accounts for everything needed to make a success including, but not limited to: A floor plan to facilitate employee and customer interaction A modern appearance that solidifies you as a leader in your market Branding consistent with your culture and values An easily repeatable and malleable design for effective, rapid deployment When you meticulously create a new branch prototype, you’re laying the foundation for attracting new members or customers and offering excellent quality experiences for years to come. This design is carefully crafted and tailored to meet the needs of your customers’ unique demographics as well as to accommodate the future needs of your financial institution. Consider the following if you’re hesitant to put your prototype into action: Why go through all that upfront work creating the next generation of your institution, just to never use it? You’re truly doing yourself a disservice by waiting too long to act on quality data, plain and simple. Data Crunch Time: Take a Bite of Growth Opportunities Before They Spoil In the fast-paced world of credit union and community banking, data is a valuable asset that can drive growth and help you stay ahead of the competition. By acting on current and valid data, you can make strategic decisions about opening new branches, closing underperforming ones, and crafting innovative branch prototypes for the future. Don’t let success pass your organization by waiting too long to act on quality data. Embrace actionable data and partner with experts who can guide you through the process of utilizing it for meaningful and lasting expansion. Contact our team today to unlock your credit union or community bank’s growth potential before time runs out. The clock is ticking, and your institution’s future success relies on your ability to adapt, make informed decisions, and leverage the power of fresh data. --- ## Core Deposit Growth Strategy: Part 3 URL: https://www.level5.com/insights/core-deposit-growth-strategy-pt-3 Description: Part 3 of Our Comprehensive Core Deposit Growth Strategy Series. Enhance Your Credit Union or Community Banking Success Today! Category: Growth Published: 2023-07-20 Back to the Future: Data-Driven Credit Union and Community Bank Strategy in Retail Banking Thriving Post-COVID core deposit growth strategy in financial institutions In Part One of our Core Deposit Growth Strategy Series, we explored the financial landscape from 2000 to the present, highlighting the impact of interest rates and the economy on personal and corporate budgets. Part Two delved into key metrics in the credit union and community bank industry since 2013, with a focus on the pandemic’s effects and the position that has left credit unions and community banks in today.  Finally, in this last installment, we’ll provide specific steps for data-driven credit union and community bank strategy to help you attract low-cost deposits in the post-COVID economy.  Embrace Data-Driven Technology for Enhanced Customer Service In today’s competitive financial services industry, technology is a non-negotiable element for delivering exceptional customer service and fostering engagement and loyalty. Financial institutions must keep pace with the ever-evolving digital landscape to remain relevant. Additionally, credit unions and community banks should invest in cutting-edge technology to meet member or customer needs and prioritize seamless functionality. Adopting a data-driven approach ensures your financial institution can analyze customer behavior, anticipate needs, and provide personalized solutions promptly. Target Generation Z for Low-Cost Deposits Likewise, the Gen Z demographic represents a significant market opportunity. These digital natives have grown up in financially turbulent times and are accustomed to budgeting. Credit unions and community banks can offer financial education and enablement to help this generation reach their financial goals. Therefore, by understanding Gen Z’s unique preferences and needs, your institution can attract them as loyal customers and encourage them to utilize low-cost deposit options. Reinvent Branches for Retail Banking Success Despite predictions of their demise, branches continue to be essential in credit union and community bank retail delivery strategies. Branches may be smaller and more service-oriented, but they remain a valuable touchpoint for members or customers, acting as an in-person advisory source for customers’ important financial questions. Markedly, financial institutions should focus on strategic branch optimization and placement, emphasizing convenience, responsiveness, local decision-making, and outstanding customer service. Engaging and knowledgeable branch staff can make a significant difference in member or customer satisfaction and retention. Compete Intelligently Against National Banks Credit unions and community banks often face competition from large national banks with extensive resources. However, your institution has a unique advantage in their ability to focus locally. Therefore, by concentrating on key markets and leveraging your community connection, availability, and exceptional customer service, credit unions and community banks can carve out a more personal niche that resonates with their local communities. In challenging economic times, members or customers seek additional support from their primary financial institutions. To build loyalty and retain customers, credit unions and community banks must provide an extra touch in personalized financial advice, problem-solving assistance, and guidance on growing their finances. Create a Strong Market Presence To stand out in the financial services crowd, your institution can employ a strategic blend of branches, ATMs/ITMs, and billboards to create the impression of widespread coverage. By carefully positioning these elements, credit unions and community banks can effectively showcase their presence and attract potential members or customers. Prioritize Accessibility and Consistency Customers expect easy access to their financial institutions through various channels, including voice, automated response, chat, text, and email. Your financial institution must ensure consistent, correct, and timely responses across all these channels. Investing in staff training is crucial to delivering a seamless experience for members or customers, regardless of the interaction method. Encourage Debit Card Use for Budget-Conscious Customers Promoting the use of debit cards as a convenient way for members or customers to access their funds aligns well with Gen Z’s focus on household budgets. Additionally, offering a connection to an online budgeting tool can further appeal to this segment. Highlight Local Connections and Customer Testimonials Credit unions and community banks should capitalize on their strong local connections, emphasizing factors such as location, community investment and involvement, decision-making, and ownership. By sharing success stories and customer testimonials, credit unions and community banks can demonstrate the positive impact they have on their customers’ financial lives. Prioritizing Human Assistance in a Digital World Despite the growing digital landscape, customers still value human expertise when it comes to financial advice and complex transactions. There’s no replacing the power of a personal advisory connection when it comes to building comfort and assurance. Financial institutions must strike the right balance between self-serve options and access to human assistance to cater to diverse customer preferences. Build with Confidence Contact Us Today Put LEVEL5’s proven expertise to work for you. De-risk your future growth with the strategy, technology, site selection, design, and build services you need to launch the next phase of your financial institution’s branch network. Why Customer Engagement Matters for Credit Unions and Community Banks Active engagement is fundamental to building trust and fostering quality relationships between credit unions and community banks and their members or customers. Both entities must recognize the distinction between customer experience and customer engagement as they play pivotal roles in driving long-term retention and profitable business growth. Without meaningful member or customer engagement, levels of trust can wane, relationships may weaken, and loyalty could be at risk. By prioritizing customer engagement efforts and providing a personalized experience, credit unions and community banks can strengthen their position as trusted financial partners, leading to higher customer satisfaction, increased loyalty, and sustained success in a competitive market landscape. This is a distinction that many credit unions and community banks are still only beginning to fully contend with. In a survey, we asked credit unions and community banks if they currently distinguish a difference between member or customer experience and customer engagement, but only a third of institutions (33%) said they currently make this distinction. Embrace Data-Driven Strategies for Lasting Customer Loyalty As financial institutions navigate the post-COVID economy, a data-driven credit union and community bank strategy is vital for attracting low-cost deposits and cementing member or customer loyalty.  By leveraging technology, understanding Gen Z, optimizing branches, and providing exceptional customer support, financial institutions can thrive in a competitive landscape dominated by large banks. Engaging with members or customers and providing valuable guidance will create lasting relationships, ensuring continued success for credit unions and community banks in the financial services industry. To achieve the full potential of data-driven growth strategies and solidify your financial institution’s position in the market, contact LEVEL5 today. Let us propel you towards a future of unprecedented success. --- ## Core Deposit Growth Strategy: Part 2 URL: https://www.level5.com/insights/credit-union-performance-trend Description: Discover Credit Union and Community Bank Performance Trends Strategies - Part 2. Elevate Your Growth with Level5's Expert Insights. Learn More Category: Growth Published: 2023-06-26 What are the growing performance trends for Credit Unions and Community Banks? Analyzing Credit Union and Community Bank Performance Trends: A Decade in Review Previously in this article series, Core Deposit Growth Strategy: Part 1, we looked back over a period of 20 plus years to learn the history of what led the financial services industry to today’s environment. Now, we’ll zoom our lens further in to the past 10 years in particular, focusing on key credit union and community bank performance trends, and how recent large-scale change in the world affects your institution’s next stage of growth. Peer Group Analysis: How Credit Union and Community Bank Asset Size Influences Growth Furthermore, for a comprehensive comparison, let’s start by breaking down financial institutions into six peer groups based on asset size: Assets < $2 million Assets $2 million – $10 million Assets $10 million – $50 million Assets $50 million – $100 million Assets $100 million – $500 million Assets > $500 million The Impact of the Great Recession and COVID-19 on Credit Union and Community Bank Assets By 2013, the Great Recession was a fading memory, but its influence is still evident. As of then, things are moving along pretty well, rates are low, and we’ve never heard of covid. That’s our point of origin for this discussion. Asset growth was pretty consistent through about 2018, and then the ride got bumpy. Once the pandemic is underway, we see assets in a near-vertical climb. Also, asset growth within a peer group correlates to the asset size of the peer group, resulting in bigger institutions growing faster. Deposit growth trends Of course, deposit growth was the real driver of asset growth at that time, fueled by various forms of government stimulus being pumped into the economy during COVID as well consumers playing it safe by stockpiling savings as the stock market looked like a scary place to park one’s hard-earned money. This trend peaked in 2020, and deposit growth returned to something close to normal by 2022. Loan growth trends Loan growth tells a similar story with a couple of plot twists along the way. As with assets and deposits, the loan growth rates are almost perfectly correlated with asset size. Prior to the pandemic, loan growth rates were stable (or declining a bit for the largest financial institutions). The pandemic’s impact on loan growth is almost a mirror image of deposit growth. During the pandemic, consumer uncertainty and rising interest rates combined to quash loan demand. Post-pandemic, pent-up demand and lower interest rates drove more loan demand, which continued even as rates began rising in mid-2021 (perhaps with some borrowers rushing to close loans before rates rose even higher). Loan-to-Deposit Ratio: A Key Indicator of Financial Institution Performance The nature of the banking industry is a balancing act between deposit acquisition and loan dispersal. Accordingly, the loan to deposit ratio is one of the fundamental measures of any institution’s performance. The loan to deposit ratio gradually grew 2013 – 2018, and then things got interesting. Build with Confidence Contact Us Today Put LEVEL5’s proven expertise to work for you. De-risk your future growth with the strategy, technology, site selection, design, and build services you need to launch the next phase of your financial institution’s branch network. Exploring Net Interest Margin Trends in the Credit Union and Community Bank Sector As you know, similar to the loan to deposit ratio, net interest margin is a key metric that tracks the combined effectiveness of the institution’s deposit-gathering and loan-granting activities. Loan and deposit rates are both set by the individual institution but are also constrained by the Federal Reserve’s activity too as competitive response. But, as you also know, loan and deposit volumes are influenced not only by pricing, but also by an institution’s strategic day-to-day and long-term performance in marketing, reputation, customer service, and convenience. With this in mind, this is a great place to reflect and ask yourself “what can my institution do next to achieve our net interest margin goals?” Navigating the “New Normal”: Challenges and Strategies for Financial Institutions The takeaway from of all this is that it’s too soon to tell exactly what the “new normal” will look like, but we can certainly use our experience and assessment to confidently project: Higher rates will raise the cost of funds, putting the spotlight on core deposits and other low-cost deposits. Higher rates may also dampen loan demand, at least in the short to intermediate term (sooner or later, cars have to be replaced, families need to move, and unexpected life events happen!). Previously, some institutions have created high performance lending teams over the low-interest rate era, but diminished loan demand in the present and near future may constitute a refocusing of your strategy. So, what can be done? Our next and final post in this series will examine some strategies to pursue core deposits as one way of managing the “new normal” and boosting your net interest margin. Leveraging Technology and Strategic Planning for Credit Union and Community Bank Success In this dynamic landscape, financial institutions must adapt to changing member or customer expectations and leverage technology to deliver exceptional retail bank customer experiences. Embracing data-driven retail financial institution consulting and strategic planning can position your credit union or community bank to thrive in the evolving market. At LEVEL5, we understand the unique challenges faced by financial institutions and offer expert guidance in financial institution strategy and planning. Our 20 years of experience as pioneers in modern bank design and retail bank consulting, enables us to deliver innovative solutions tailored to your institution’s needs. Whether you’re exploring credit union or community bank branch construction, credit union or community bank branch design, or branch transformation, our national design build services ensure a seamless process from start to finish. We specialize in strategic planning for financial institutions, market analysis, and designing the branch of the future. Contact Level5 For Help with Your Core Deposit Growth Strategy Contact us today to learn more about how LEVEL5 can help you navigate the changing landscape of the financial industry and achieve your growth objectives. Let’s build the future together. --- ## Core Deposit Growth Strategy: Part 1 URL: https://www.level5.com/insights/historic-trends-for-core-deposits Description: Unlock Historic Trends for Core Deposits Growth - Part 1. Transform Your Strategy with Level5's Expert Insights. Explore Now Category: Growth Published: 2023-06-19 Understanding Historic Trends is Critical for developing & executing strategy for core deposits growth This is part 1 of a 3-part series to help financial institutions develop effective, long-term strategies to grow core deposits. What Was the Financial Industry seeing in historic trends for core deposits in January 2000 and How Has it Affected Today? Let’s set the stage by thinking back to January 1, 2000. We all awoke with a wary eye. Had our efforts to ensure all our electronics were Y2K compliant succeeded? Or had civilization imploded at the stroke of midnight due to a glitch that the earliest programmers never envisioned? The glow from our bedside alarm clocks gave us a glimmer of hope. When our trusty coffee makers bubbled to life, we began to rest assured that life would go on indeed. When we were in our “just glad to be alive” moment, we couldn’t imagine the changes that the next twenty-plus years held for our economy and the financial services industry. Strategies for the Future of Financial Services Should be Informed by the Past Although the economic shifts in the last 2-3 years have appropriately created a growing level of concern for credit unions and community banks, additionally considering the past two decades puts today’s financial landscape in clearer perspective. A review of the prime and Fed Funds rates will give us insight into the challenges we’re facing today. Following the dotcom boom and Y2K was the dotcom bust. Then the horror of 9/11 weighed in and rates headed for the cellar. The economy regained its strength, largely led by a housing boom, and rates went up. Then, like a lightning strike, the housing bubble burst, and we found ourselves in the “Great Recession.” This resulted in a protracted period of unbelievably low rates. Again (and predictably) home prices started to rise, and rates were adjusted upward. Then came COVID, and the rates were pushed back down to their historic lows. Eventually and thankfully, the pandemic subsided, but we were faced with “new normal” conditions—just to name a few examples, remote work became more of the norm, retirement/resignations spiked, and a blistering housing market ensued. In response to this “new normal” the Federal Reserve instituted fast-paced, significant rate hikes to the point that nothing about our economy seems certain. How Did We Get Here? It’s clear that the season of very low rates resulted in a readjustment in personal and corporate budgets. Low rates made everything more affordable and we adjusted our sails to take advantage of the favorable breeze. For the financial services industry, there is a renewed focus on core deposits. Why? The low-interest rate days are gone and unlikely to return. Borrowing to fund lending is significantly more expensive. Further, borrowing of any sort is more expensive, which threatens loan demand. Highly-driven lending teams are constrained by the institution’s ability to fund loans and maintain adequate spreads. This is all brought up to make this point…There are banking professionals in the industry who have 15 years of experience on their resumes but have never experienced a “normal” rate environment. It’s not their fault—they couldn’t choose the year they were born! Build with Confidence Contact Us Today Put LEVEL5’s proven expertise to work for you. De-risk your future growth with the strategy, technology, site selection, design, and build services you need to launch the next phase of your financial institution’s branch network. Our Team Helps You with Core Deposit Growth Strategy in Today’s Market Given the current economic landscape, now is certainly the time to reexamine your financial institution’s strategic planning for the long-term. In many ways, the conditions that threaten the industry are more of a “return to normal” adjustment than a doomsday scenario. To find solutions to guide us into the future, we need to understand more of the industry’s historic response to similar conditions and return to some tried-and-true long-term strategies for sustainable growth. What are those strategies? That’s what we’ve covered in the next parts of this series. Have questions today? Please contact us! For over 2 decades, LEVEL5 has developed winning credit union and community bank growth strategies through every ebb and flow of the economic landscape, so you can certainly say we know a thing or two about charting a course for a healthy future. --- ## Branch Optimization: Choosing the Right Path for Long-Term Success URL: https://www.level5.com/insights/branch-network-strategy Description: Maximize Long-Term Success with Branch Network Strategy. Explore Expert Insights from Level5. Choose the Right Path Today Category: Growth Published: 2023-06-08 Increase Growth and Profitability with curated branch network strategy What is important in branch network strategy? When it comes to strategically managing branch networks, financial institutions face crucial decisions about whether to keep, remodel, relocate, or close branches. These decisions can significantly impact growth and profitability over many years. While data plays a vital role in informing these choices, there are several factors to consider beyond mere numbers to ensure your resources and efforts are allocated correctly for healthy growth. In this article, we delve into the strategies for making the right decisions and highlight the importance of strong leadership in shaping a successful credit union or community bank branch network. The Four options Keep: Identifying High-Performing Branches  Identifying branches worth keeping involves a comprehensive assessment that goes beyond immediate performance. It requires evaluating various factors such as financial benchmarks, forecasts, and environmental considerations. By examining both internal and external data, financial institutions can determine branches that not only perform well in the present but also show promising long-term potential. Branch Remodel: Breathing New Life into Branches  Sometimes, a branch in the right market may experience a decline in performance. Instead of closing it outright, a remodel can be a viable option. How the remodel helps Through incorporating new technologies, design elements, and layouts, financial institutions can rejuvenate the customer experience and attract and engage more customers with a fresh and modern ambiance. An updated branch remodel design enables them to tap into the untapped potential of existing locations. Relocate: Unlocking Potential through Strategic Moves  Under-performing branches in suitable markets might benefit from relocation. The decision to move can arise from factors such as branch type, traffic patterns, or location restrictions. Data for relocation Analyzing external data, including market trends and demographic information, helps financial institutions identify areas with greater growth potential. By strategically relocating branches, they can leverage favorable conditions and improve overall branch performance. Close: Making Tough, but Necessary Decisions Closure is a challenging decision for any financial institution. However, there are instances where it becomes necessary to maintain the network’s performance. Branches that not only underperform but also adversely impact the entire network may require closure. Strong leaders must rely on internal and external data to make the tough call of closing branches that are no longer viable. Work with Credit Union & Community Bank Growth Consulting Experts Effective branch management involves making strategic decisions about keeping, remodeling, relocating, or closing branches. In the dynamic landscape of branch network management, making informed decisions is vital to maximizing your credit union’s or community bank’s growth and profitability. Financial institutions need a partner that can provide expert guidance and data-driven insights to navigate the complexities of keeping, remodeling, relocating, or closing branches. That’s where LEVEL5 comes in. As a leading growth consultancy and best-in-class branch design and construction firm, we’ve specialized in branch transformation for over 20 years, offering actionable, comprehensive solutions tailored to the unique needs of financial institutions. Contact us today for help making your branch network optimization a success! --- ## 3 Reasons to LAUNCH: Discover URL: https://www.level5.com/insights/launch-discover Description: Unlock innovation and growth with the LAUNCH Program Discover. Explore three compelling reasons to embark on a journey of transformation. Category: News Published: 2022-11-22 We Have Liftoff LEVEL5 is excited to help your FI with your growth initiatives in 2023 and beyond with our LAUNCH Program. We’ve built this phased approach to assessing and launching your growth strategy around the methodical steps aimed at uncovering the challenges getting in the way of your credit union or community bank achieving its objectives and goals. Phase 1: Discover The first phase in. our LAUNCH Program is called “Discover” – when our relationship will begin with a casual conversation, no more than 30-minutes, where we simply have a chat. In this discussion, we’ll go over our services and background – but this phase is frankly about you. We’ll want to know about your FI’s history, your place and positioning in the communities you serve, and most importantly, current state versus desired state. Your “Current State” is where you are today – number of branches, trade areas, assets, branch type mix, and of course, your member or customer base. Your “Desired State” is where you want to be – expansion plans, asset goals over the next 3-5 years, thoughts on branch types, hub & spoke models, as well as any M&A’s that may be in play. From here we’ll start to discuss next steps. Most importantly, we’ll need to uncover what is getting in the way of you executing and achieving your goals. That bridge from here to there is typically full of roadblocks, but that’s where LEVEL5 comes in. Why LAUNCH At All? The LEVEL5 LAUNCH Program follows a methodical, yet casual approach to uncovering the critical needs of your Financial Institution. Through a series of easy discussions, our team will be able to capture your goals, but also understand what is getting in the way of you achieving them. From there, we’ll be able to move into the other phases of the LAUNCH Program and make actionable recommendations on how to execute to these goals. To learn more about our LAUNCH Program, and to schedule your first “Discover” call, contact us today to get going. --- ## The Branch and Its Zones URL: https://www.level5.com/insights/credit-union-branch-zones-design Description: Grow customer engagement for your credit union or community bank by optimizing the floorplan zones strategy of your branch design. Read here. Category: Strategy Published: 2022-09-29 In order to ensure that your branch runs as efficiently and effectively as possible while also meeting your customers’ expectations, you must consider the Branch Zones and how your floorplan is built strategically to support those zones. This will make or break the Customer Experience in your branch. The branch zones determine the function of each section of the branch, beginning from a warm entrance, to advising, transacting, and even providing places to rest and reenergize. Every single part of the branch should be built purposefully with strategy behind the design and elements in each area. Not only that, but they should also be built to optimize customer and employee directional flow according to their placement next to each other. A correctly-zoned credit union or community bank branch prototype design is vital for a positive overall Customer Journey as it fosters seamless and logical progression from one space to the next. This strategy provides your members or customers with a nearly effortless and intuitive visit into and throughout your branch, making it easier for them to achieve their financial purposes and goals with your team and more enjoyable for them to return again and again! Use the graphic above to reference as you read more about each zone and its purpose. ATTRACT ZONE This first zone is the exterior of your branch. It not only includes the building façade, but the entire property as well, which will likely include road signage, drive-thru, directional signage, and landscaping. This zone should work for you 24/7, day and night. Key Elements: Road Signage Building Signage Nighttime Illumination Iconic Design Elements Entry/Exit Points Directional Signage Drive-Thru INVITE ZONE This zone is the first entry point of the branch, also referred to as the vestibule. This zone may include double entry doors, 24-hour ATM/ITM’s and be well-lighted for nighttime use. Key Elements: Card Entry Lighting 24-hour ATM/ITM Branding Marketing Signage Branch Hours Music WELCOME ZONE The Welcome Zone is the first zone of the main branch. It should have key lines of site to employees and other, easily accessible zone through the branch. This is also a key point for visitors to be welcomed and directed to their needs. Key Elements: Well-lighted Cleanliness Visibility/Good Lines of Sight Digital Signage Branded graphics Iconic feature Universal Banker/Greeter/Concierge TRANSACT ZONE Likely the anchor point of your branch, if not the traditional purpose of a customer or member’s visit. Can be the central design element, or off-set based on strategic intent. Key Elements: Teller Pods Traditional Teller Lines Drive-Through Screens/Tubes Cash Recyclers ATMs ITMs Assisted Self Service DISCOVER/EXPLORE ZONE This is a multi-purpose zone meant for self-discovery of products and services, while also acting as an informal location for onboarding and semi-private advisory sessions. Key Elements: Touchscreens (Large Format and/or Tablets) Digital Signage Tech Bar Consulting/Engagement Fixtures Marketing Collateral (Traditional or Digital) ADVISE ZONE A critical branch differentiator when compared to digital channels, the Advise Zone affords opportunity for in-person dialogue, counseling and advice and acts as an important component in account openings, cross-selling and thus share of wallet. Key Elements: Consulting/Engagement Fixtures Offices Computers/Touchscreens Digital Signage Traditional Signage COMMUNITY/CONFERENCE ZONE Whether combined for smaller footprint branches, or as separate zones/rooms for larger square-foot branches, this zone acts as an opportunity for employees to huddle and meet, whether they be branch staff, or those from corporate using the rooms for miscellaneous meetings. Additionally, the room can be offered to the community as a gathering place, which can be booked independently, with it also having an “off hours” entry point for non-employees. Key Elements: Digital Signage Two-Way Video Table and Chairs Community/Branded Wall VIDEO ZONE A smaller room suited for a customer or member to communicate with a “remote expert” via 2-way video. Key Elements: 2-way video (camera & screen) Remote Expert at secondary location Room for several customers & Employee Can act as secondary office EMPLOYEE ZONE Also considered “back of the house” for employees, this zone will likely the critical elements for an employee’s need before and after work, as well as during lunch breaks. Key Elements: Tables Lockers Quiet Room Refrigerator Kitchenette Tablets/Computers (personal use) Contact LEVEL5 to enhance your credit union or community banking customer experience! A seamless, interactive journey throughout the branch is imperative to take care of your customers’ needs. They want to be comfortable with their financial institution, knowing that they can trust that their finances are in good hands, and the first step to building trust is creating a high quality, unparalleled in-person branch user experience. Here at LEVEL5, we understand the importance of the Customer Journey. It is an undeniably important concept to consider when we design and build credit union and community bank branches for our clients. We have the years of experience needed to execute this strategy, enhancing your branch in your network with a modern, effective floor plan zone that speaks to your customers’ needs. Contact us today and find out how we can help you! --- ## The LEVEL5 Construction Warranty Process Explained URL: https://www.level5.com/insights/level5-construction-warranty-process-explained Description: Learn how our warranty on credit union and community bank branch design-build construction projects covers your investment. Read more here. Category: Design / Build Published: 2022-08-05 When you embark on your next credit union or community bank branch construction project, you’re making an investment in your growth for years to come. That’s why you want to know that all aspects are completed correctly during the build process, so your facilities will work properly to meet your goals.  Here, we want to break down our One Year Warranty process that’s offered on new branch Design-Build projects so you can better understand how your investment receives an extra layer of protection. Remember, each individual contract is different, but here we provide a general overview.   Let’s jump in.  When Does The Warranty Begin?  Warranty start date can be determined by one or a combination of the following scenarios:  A. When the building is occupied and used by the Owner for its intended purpose. Sometimes, owners move in before the final punch list is completed, but when this occurs, the owner gets Beneficial Occupancy and is utilizing the building systems.  And/Or B. When the final punch list is generated and then subsequently addressed and completed by the General Contractor and then when the Architect Officially Issues the Certificate of Substantial Completion (this is contingent upon the punch list being completed satisfactorily.) If you’re unaware of what a punch list is, it’s a document created towards the completion of a project, which identifies work that has not met specifications of the contract. It is generated by a site walk-through with the LEVEL5 Superintendent, Project Manager, the Owner (You), and the Architect.  Before a final payment is issued, the General Contractor must successfully resolve all outlined tasks. The key to warranty is when the project is substantially complete and contracts vary as to the definition of Substantial Completion. Every contract can be different. From our perspective, the key is the definition of Substantial Completion.  What Does The Warranty Cover Speaking in the turnkey context, a warranty will essentially cover all aspects of the building’s structural quality, appearance, and function including, but not limited to:  Design flaws by the Architect  Mistakes made by any Contractors   Damage to items or spaces  Incorrect installation of equipment/malfunctioning equipment  Promised elements that were not delivered   When orchestrating a project, we create subcontracts with Subcontractors. Subcontractors are often referred to as Trades and are managed and directed by a General Contractor to complete specific aspects of your project. Some examples of common Subcontractors include the Electrician, Roofer, Landscaper, Window Installer, Brick Mason, etc… These subcontracts have a One Year Warranty, which runs concurrently with LEVEL5‘s overarching general contract.   The General Contractor will typically dictate to Subcontractors when their One Year Warranty on work begins. Our contracts with them allow us to require that they solve any issues resulting from their work on the project.   In addition to the One Year Warranty period, there are multiple separate Manufacturers’ Warranties running congruently from your project. For example, the manufacturer of the roofing products, flooring materials, plumbing fixtures, HVAC systems, etc., usually provides a warranty on those materials. The warranty timeframe varies depending on the product, but works to cover factory defects if they occur.  It’s crucial to note that warranties normally don’t cover problems that are a result of neglecting prescribed maintenance. Maintenance requirements are usually specified in close– out documents at the end of a project.    The Final Step of The One Year Warranty   The final step is to ensure all final warranty items are accounted for and solved for by the 12-month mark.  This final walk-through is made 30 days before the One Year period ends and is typically attended by the Owner and our Project Manager. If there are outstanding warranty items requiring a solution, our team quickly takes action to ensure that the proper party responsible resolves the issues as soon as possible.   Contact us to learn more details on our extensive warranty. We work meticulously so that your final building is up to world-class standards, ready to meet the needs of your institution.   --- ## 5 Key Elements to Consider For Your Prototype URL: https://www.level5.com/insights/5-key-elements-to-consider-for-your-prototype Description: Review these 5 key elements to a branch prototype when beginning any new branch design effort to optimize and enhance your branch network. Category: Design / Build Published: 2022-07-26 Any branch project should always start with, if not be greatly informed by, a solid strategy. As you begin the efforts of considering and planning a new prototype branch (whether it be with LEVEL5 or you go it alone), we present to you 5 key elements for you to consider as you form a final strategy. 1. Prioritize Customer Experience Customer experience in the branch is paramount. That’s why so many branches are moving past the traditional, stuffy teller line-oriented layouts and replacing them with a more open floor concept design. These designs are considered commonplace by now and foster open communication.    Technology like Assisted Self-Service machines give your clientele the power to make transactions themselves and helps them avoid standing in frustrating lines.  But don’t forget the small things! Comfortable seating in a waiting area with coffee at the ready is still a great way to deliver on the customer experience.  2. Design For Your Brand  Your brand helps you relate to your customers, so tailor the design to appeal to the right demographics and to properly portray your organization’s values.   The branch and its design are the physical manifestations of your brand. It should portray your mission and values, while also reflecting your overall member/customer base, even at the trade area level. LEVEL5 has worked with many FI’s who operate both in a rural and urban settings. While there is an overall branch prototype, the design is specific to the neighborhood – and its clientele. 3. Integrate Technology According To Your Needs Studies illustrate that the majority of consumers enjoy using touch-screen interfaces and automated tellers while at their branch. These technologies reduce wait times and free up your employees so they can assist others or accomplish other tasks.   But the latest and greatest may not always fit your brand, per se.   Again, decisions should be based on your customers’ unique needs, so always consider that beforehand. For example, many of your clientele may be senior citizens who would prefer a more personal approach. If that’s the case, a blend of the old and new may be worthwhile. 4. Use Natural Elements The days of the deep, dark wooden panels are gone. Branch designs have moved to using more natural elements. Not only is this design aesthetic more common, it is also more pleasing to the visitor. It reflects your brand better, and provides a better branch experience. 5. Make Your Exterior Shine There are 2 major elements when considering your exterior:  Brand – Does the exterior design reflect your brand well Billboard – Your branch is an advertisement. Make it work for you 24/7 Your branch is your customer’s “banking home” so have the overall design reflect that mentality. You know your members and customers best so how can the branch reflect them?  A modern branch can have large windows, metal siding and technology. A traditional branch has deep woods, brick and maybe even columns. There is not necessarily a right or wrong approach, but rather the branch, and the strategy to designing the prototype needs to reflect your brand and your clientele. Contact our team now to discuss your new branch prototype. For nearly 20 years we’ve utilized best design build practices to help a multitude of clients create and implement effective, beautiful branch templates. --- ## Designing Your Branch Prototype URL: https://www.level5.com/insights/developing-your-branch-prototype Description: Learn how a branch prototype minimizes costs and time on growth strategy as it also optimizes experience for new and existing credit union or community bank customers. Category: Design / Build Published: 2022-07-19 Your branch is the physical manifestation of your institution, oftentimes a critical beacon for attracting new members or customers in the market and in growing the client relationships you already have. That’s why it’s so important to make sure you get branching right.  With your branch space, you’re providing a place where people can interact with an actual person to provide solutions. It’s the arena for primarily opening accounts, having questions answered or taking care of larger or more complex transactions. Digital channels simply cannot provide the desired human element, or solve the complex issues your clients face every day. When looking to reinvent your brand, sometimes the branch, and a new prototype at that, is what is needed to begin anew.  Why? Because a new prototype branch universally establishes and dictates your brand and culture. It should provide the functionality and services needed to fit the changing requirements of your modern clientele.   In fact, almost all of LEVEL5‘s projects involve a new branch prototype. Wise financial institution leaders truly see the value of it.  In this article, we’ll cover the purpose and successful implementation of a prototype and what it means for you in 2022 and beyond. When Do You Need A Branch Prototype? How Is It Developed? You need a branch prototype when you want an effective, uniformed, comprehensive way to optimize your entire branch network. Notice we said your entire branch network, not just the future locations that are built to turn heads in newer markets.   Once your critical branch elements have been identified and put into the design, they can be translated into all of your existing branch spaces too.  This is monumentally important to point out since many credit union and community banks often look up one day and find themselves with multiple locations having a stale, unengaging ambience to them. A prototype helps with needed rejuvenation as well as future builds.    So how is it developed?  While putting your prototype together, we work closely with you and key stakeholders through an in-depth Programming and Visioning phase to identify and deeply understand your:  Needs  Goals Retail Strategies  Influences  Brand Elements  We then synthesize all of this into a design with our experienced Design team. Once finished, your prototype branch will include the basic structural outlines, preferred technology, design choices, banking equipment, brand deployments and iconic elements, narrowing down to aspects like your furniture style, tile selections, and carpet color. Tweak Your PROTOTYPE to Fit Varying Needs Having an excellent branch template makes it more convenient to proliferate uniformed locations in a myriad ways, allowing you to minimize time and cost spent re-designing as the prototype can simply be adjusted to fit.   Your standard-sized floorplan can be seamlessly translated into micro branches, stand-alone kiosks in smaller towns or even for your regional offices or Ops Center, keeping your design components and customer experiences in lock-step with your strategy.  Contact our team now to discuss your new branch prototype. For nearly 20 years, we’ve utilized best design build practices to help a multitude of clients create and implement effective, beautiful branch templates.   --- ## When to Remodel Your Branches URL: https://www.level5.com/insights/when-to-remodel-your-branches Description: LEVEL5 has identified three phases of a branch remodel to help you understand the level of involvement for the best retail journey. Category: Growth Published: 2022-05-19 Here at LEVEL5, we talk a lot about how the world of retail is changing with the evolution of technology and how important it is for community banks and credit unions to follow suit with the change. While adapting with the times is imperative for survival, it should be emphasized that change should never happen without strategy and clear intention. While designing a new prototype to build a network of updated branches might be the most exciting prospect, it might not be the most efficient move based on available budget and/or operational capacity. Every financial institution is different, so it is important to know what makes the most sense for you. This is where remodeling comes in. Most branches across the country are already outdated. Most tend to be functional to a degree, but they lack the modern strategies that an open floor plan, technology, Universal Teller and journey/flow offer. At LEVEL5, the branches that are presented to us as part of a remodel project tend to be over 10 years old. In fact, we’re working with a client that has a branch last touched since the 1960’s. That may be a record. Regardless of age, the need is there. To understand the path forward for a remodel, we have identified three tiers of remodeling, each with their own varying levels of complexity, cost and impact. Refresh Refreshing your branch network is the least involved of the three, focusing purely on the surface-level aspects of your branches. This would include putting a fresh coat of paint on the walls, fixing up any dinged surfaces, possibly replacing the carpet, or any other small fixes. These would not take very much time and would have minimal impact on your branch operations. These changes are meant to cover up the natural wear and tear that a branch compiles over time. Redesign A redesign would be a step up from the refresh. This wouldn’t necessarily mean overhauling the branch, but more so taking a look at what is outdated and isn’t working in the branch design anymore. If you still have traditional teller lines, this might mean taking them out and replacing them with teller pods. Along these lines, introducing additional technology could also involve ITM’s or adding a tech table with some iPads for consumers to use if that makes sense for your demographics. With the introduction of tech, inevitably some fixture modifications would fall in line as well. Reinvent The most involved (and presumably, the most impactful) way to remodel your branch would be a reinvention of the space. This means a complete overhaul of your branches, just short of building new ones from the ground up. This would include all of the elements of refreshing and redesigning, and more. From knocking down walls to not only create a more open concept, but to allow for better flow and offer a better retail journey for each visitor. This is also an opportunity to reinvent brand deployment. This is not necessarily calling for a rebrand, but a reinvention of the way your brand is executed in the physical space. Technology here is a foregone conclusion as it creates a superior consumer experience. Wall graphics to support the zones in your branch could allow your consumers to know exactly where they want to go in the branch for their specific purposes. Even lighting could alter the consumer experience. Now more than ever, change is not only important, but necessary for survival. If you’re interested in assessing your branch needs to build a strategy, CONTACT US now. --- ## Act On Your Branch Growth Data Plan Before It’s Too Late! URL: https://www.level5.com/insights/act-on-branch-growth-data-plan Description: Don't let your credit union or community bank market analysis data for growth go stale, take action before your competition gets prime land and buildings before you can. Category: Technology Published: 2022-04-12 When you go to the grocery store, and you see those ripe, crisp apples at their peak of freshness, you buy a bunch with every intention to consume them over the next day or so. You put them in a bowl, on the counter, but if they go unattended, they begin to stale, go past their peak freshness, eventually going rotten. In the world of banking, data and apples are one in the same. When delivered they are fresh. If left alone, they begin to stale with each passing day. If you are a banking executive looking to grow and you are given fresh data, do you intend to do something with it, or will you just watch it rot? When you hire a firm like LEVEL5 to assess your current and potential growth markets, you are given irrefutable data points and a 10-year proforma back-tested at 96% accuracy. When looking to de-risk decisions, you can’t really have more confidence in the black and white, binary numbers to help support your decisions. But that data has a shelf life. Strike the iron is while it’s still hot. Otherwise, you may miss out on real growth potential because as time ticks on, your data becomes stale, all the while, your competition will likely be making their moves. Let’s say you receive the data and you don’t act on it for 6 months…that’s 6 months you could’ve been making progress, now lost. Can your institution really afford to be behind for so long?    To illustrate the real implications of inactivity, we’re highlighting some vital junctures where taking steps soon on your fresh credit union and community bank consulting analytics can have a huge impact on your future.   3 Ways Current & Valid Data Assist Your Overall Growth  Change is the only constant, and how you fare rests on the ability to adapt accordingly.   That goes for branch networks too, one of your major avenues for gaining and maintaining the desired clientele.   Visualize your branch network as an ever-adapting entity, acclimating to the winds of change in market viability and customer demographics. You need to play this strategy correctly and decisively to win out.   In this state of flux, accurate analysis for fruitful future steps can certainly be made, but lingering on current quality data longer and longer places your organization further and further behind in making highly effective moves for your network’s viability.   There are 3 pivotal ways to optimize your network, but acting on your current data analysis is highly time sensitive in order to reap the rewards:  1 – Opening New Branches In The Right Areas  With accurate market and demographic analysis aligned with your specific goals, you understand the logic and purpose behind opening up new branches in high-quality locations. You don’t want to let solid direction pass you by here, as you’ll be missing out on prime locations that will be building up your clientele portfolio and holdings. Worse yet, a savvy competitor may beat you to saturating a market before you can.   Watch our video on Northeast Credit Union where we helped them grow into new places with informed market analysis.   2 – Closing Underperforming Branches  Branches that are repeatedly in the negative need to be closed and waiting too long means they’ll keep pulling valuable resources from your organization, resources that could be reutilized for growth.  Don’t worry, closing a branch is not the end of the world, in fact, it’s just par for the course. Similar to retail environments, this is just part of the evolution. Their absence can be made up for in spades with your new locations that are prime for future performance.    Do you act soon and save resources based on your valid data? Or do you wait to see what happens while running a real risk of detriment to your institution?  3 – Crafting Your New Branch Prototype  Your prototype works on so many levels to drive your institution into the future and holding back in its implementation sets you back even further.   A world-class prototype design accounts for everything needed to make a success including, but not limited to:  A floor plan to facilitate employee and customer interaction     A modern appearance that solidifies you as a leader in your market  Branding consistent with your culture and values  An easily repeatable and malleable design for effective, rapid deployment   When you meticulously create a new branch prototype, you’re laying the foundation for attracting new customers and offering excellent quality experiences for years to come. This design is carefully crafted and tailored meet the needs of your clientele’s unique demographics as well as to accommodate for the future of financial institution needs.   Consider the following if you’re hesitant to put your prototype into action:  Why go through all that upfront work creating the next generation of your institution, just to never use it? What optimal land in the market will you place your new state-of-the-art branch prototype on if it’s already been gobbled up by your competitor?   It’s undeniably important to start rolling out the new face and space of your institution before it becomes just an idea lost to time. Both your clientele and stakeholders will greatly value the exciting new look, feel, and functionality of your newly-built or updated branches. Don’t Let Success Pass By Your Organization  You’re truly doing yourself a disservice by waiting too long to act on quality data, plain and simple.   LEVEL5 visualizes Actionable Data as one of our 5 Elements of a Branch Transformation Playbook and we dissect your data to purposefully point you in the right direction for meaningful, lasting expansion through branch optimization.  Contact our team today for a 10-year pro-forma based on your performance metrics so you can make the most of your institution’s time.    The clock is ticking… --- ## Hub & Spoke model URL: https://www.level5.com/insights/hub-spoke-model Description: Develop your Hub & Spoke model by understanding Trade Areas, Branch Types, Staffing and Technology mix. Category: Design / Build Published: 2022-03-08 Any branch optimization and expansion strategy should have a well-laid out plan regarding Hub & Spoke. A classic and well-known strategy within the retail sector, implementing a Hub & Spoke model has a play within your branch strategy as well. The foundation of a Hub & Spoke strategy is born in the Market Analysis phase, where geographic assessments are analyzed and overlaid with branch types that are a fit for that market. They are then perfected in the Design phase where a branch prototype is completed, along with accompanying Kit of Part components for scalability across different branch types and markets. Here, we’ll break down the key sequential steps to planning and executing a well-planned Hub & Spoke strategy. Step 1 – Strategic Market Segmentation Analysis In looking at the broader Market Segmentation Analysis, this geographic assessment is your “50,000 foot” view of expansion areas, which could be at the state or county level, or both. Within this, there will be multiple Trade Areas deemed as viable expansion opportunities. When working with LEVEL5, the key point of differentiation between other “Real Estate Consultants” is that we only make recommendations in specific Trade Areas where viable sites are available. The sites of consideration are then ranked in order. If you’re looking to build multiple branches in multiple geographies over the course of a 5-year aggressive growth plan, LEVEL5 will help you plot your Trade Areas based on different and varying priorities such as growth markets, demographies, loans, deposit, build-out costs, etc. Step 2 – Branch Type Mix Once multiple Trade Areas have been identified across a large Market Segment, you need to start thinking about which branch types fit in which Trade Areas, while also considering adjacent trade areas and their branch types. Choosing the right branch type in a given market can be daunting, and the wrong decision can result in an underperforming branch leaving loans and deposits unclaimed in that Trade Area. The key branch types of consideration in a Hub & Spoke model are: Flagship Branch – Your primary, free-standing branch, likely offering the most services, best experience and boastful brand deployment components Satellite Branch – A full-service, free-standing branch, just not to the level of your Flagship Headquarters Branch – A full-service branch, embedded in your Headquarters location Storefront Branch – A full-service branch embedded in a shopping center Micro Branch – A smaller footprint, not offering as many services/functions, but still delivers the transactional needs of your consumers Branch with Regional Office – A full-service branch, located far from your headquarters, thus the need for “back office” facilitates to support that “remote” geography Step 3 – Staffing Models When a branch type is considered for a specific location, layering a Staffing Model is the next step. Based on the branch type, total volume of employees can be calculated based on square footage, assumptive traffic patterns, as well as product and service mix. Staffing specialties to consider are Universal Tellers, as well as Mortgage, Investments, etc. based on the needs of the customer/member in that area. Step 4 – Technology Models The final component of a Hub & Spoke model involves the technology and equipment needed to fully execute a branch type. Considerations here are ATM’s, ITM’s, Cash Recyclers, Digital Signage, among others. Developing your Hub & spoke model While the four steps outlined above are presented sequentially, their considerations actually should be viewed more as a variable matrix. Knowing how all the elements intertwine is one thing, but understanding how to execute a Hub & Spoke model, specifically when the disparate parts make up a proforma to aid decisions, is an entirely different task. Lucky for you, LEVEL5’s Strategy and Site Selection departments do this every day. If your community bank or credit union is in need of a full branch assessment and right-sizing for a fully formed, well-executed Hub & Spoke retail branch model, you deserve to contact LEVEL5 today. --- ## Data Points the Way URL: https://www.level5.com/insights/data-points-the-way Category: Technology Published: 2022-02-15 Using data to make informed decisions is nothing new. We’ve seen (or at least heard) the stories of mega e-commerce platforms that know what and precisely when to deliver us ads on things we didn’t even know we needed. Sports leagues use data to determine the value and output of a player beyond what a scout can see with the naked eye and thirty years of industry experience. When it comes to informing your Branch Playbook (download here), and determining the right methodologies and decision, you need to have the right access to data (and likely the right partner). LEVEL5’s approach to Strategy and Market Analysis goes beyond the traditional “consulting” engagement of other firms. Firstly, Market Analysis and the data does not live unto itself, we pair it with Site Selection. While traditional firms will tell you a market area is viable, we take the data and hand it off to our Site Selection department to determine actionable properties. What good is data pointing to a broad section of a map if there is nothing actionable. To further understand how LEVEL5 does Market Analysis, we have broken out the data components into two broad categories, with four sub-sets in each. The first four components of our Market Analysis represent the critical INPUTS that fuel our proprietary algorithms. Data Points – We begin by feeding the data engine with proprietary data points exclusive to LEVEL5, as well as data points exclusive to you, the Financial Institution Staffing Interviews – Our Strategy team conducts a series of staff interviews, both qualitative and quantitative, which are then gathered and computed into the overall input engine Market Segmentation Analysis – Geographic assessments are conducted over a defined area to include currently existing footprints and growth areas, which include competitive analysis, current consumer overlays, population densities and growth trajectories, demographics and product propensities Trade Area Analysis – The final layer is a further drill-down at the geographic level, determining a several square block radii with viable, actionable properties The second phase of a data-rooted Market Analysis effort is the OUTPUTS. 10 Year Proforma – LEVEL5 delivers a 10-year proforma on a specific branch’s performance over a 10 year period with several variable factors, giving you visibility into the break-even point, loans, deposits, and Return on Investment (ROI) Branch Type Model – One of the key variables to the 10 Year Proforma is branch type, with the modeling allowing for plug and play entries for free standing, storefront, and micro branch types, among others 10 Year Staffing Model – Staffing, and their inherent costs greatly impact the model of a branch’s performance, with entries allowed for number of staff and staff types (salaries/costs) Technology Needs Assessment – Technology, whether it be banking equipment and/or digital signage are an important capital cost consideration into your overall branch growth decisions If you’d like to learn more about how LEVEL5 approaches data differently, and can give you the visibility into your growth potential and help you de-risk decisions, Contact Us today. --- ## 5 Key 2022 Planning Strategies URL: https://www.level5.com/insights/5-key-2022-planning-strategies-credit-unions-community-banks Description: Read 5 key planning strategies for credit unions and community banks and position your institution for meaningful, measurable growth in 2022.  Category: Growth Published: 2021-10-05 As the calendar has now rolled into October, you undoubtedly have been called into the first of several meetings to discuss your strategies and goals for next year.   It’s planning and budget season.  How will you gain more members/customers and grow relationships with existing ones next year? Well, now’s the time to answer these questions.    Growth-minded credit union and community bank leaders need to make vital decisions to propel business growth in 2022 and an effective plan takes into account the changing nature of banking.    Our team, here at LEVEL5, lives and breathes financial institution growth every day, so we’re sharing our 5 key 2022 planning strategies for credit unions and community banks.    #1 Analyze Your Branch Network Before you can begin to think about organic growth with net new customers in net new areas, you need to ensure the current branches and the customers they serve are performing.  Initially, you must to take a holistic assessment of your entire branch network.   Do you have a current and accurate understanding of loan and deposit performances per branch?   Which demographics make up your clientele at each branch and have they changed?   Do you have the right number of branches within a certain market to benefit from the network effect?   And most importantly, which branches are performing at forecast, and which ones are not?  Knowing what you’re working with is the foundation for making correct growth decisions for next year. In order to know, your finger needs to be on the heartbeat of the entire organization.   #2 Optimize Your Branch Network Once you’ve captured a clear picture of your network, it’s time for action.    While some branches may be thriving, others may not be performing. In order to optimize, it may be crucial to consider closing or relocating them before they can take more toll on your financial health than they already have.     It’s best to get ahead of loss by data-driven analysis to determine what needs to be done. Once a non-performing branch is closed, you can move those resources into a new branch that will turn positive numbers within a healthier market.    Identify geographic markets where your optimal demographic is growing. With the right branch in the right place, you’re armed to expand your network in an impactful way. Informed consulting services tell you which branches to close, keep, remodel, and/or relocate.    #3 Boost the Retail Experience    Branches are still at the forefront of customer engagement and retention, but due in part to digital channels, their role has become less transactional and more about onboarding and advisory sessions.    The Financial Brand publication notes that bolstering a credit union or local bank standing as a trusted advisory community institution helps to keep them competitive against mega retail banks. From our experience, we couldn’t agree more.     Therefore, the branch should be where new customers come to open accounts and clientele visit to seek advice from a real person, making the functional experience of your spaces paramount. After all, the effort you put into your environment speaks to the effort you’ll put into your banking relationships.   All great branches should include at a minimum:   An inviting entrance, opening into a welcoming space that facilitates trust with staff   High quality branding, amenities, and materials in line with your organization’s culture   Informal advisory areas  Private advisory areas    Comfortable furniture   Well-lighted spaces     Our ReFi program helps you assess clientele experience in your current branches with actionable ways to remodel, re-inventing an inviting and engaging branch experience.     #4 Secure Your Budget    Planning is key, but it’s all backed up by the ability to properly secure funds for future projects.   Make sure to properly communicate all future fund needs to all stakeholders and decision-makers. In addition, make them aware of the purpose behind each project so proper decisions can be made now and no surprises pop-up later on.     A well-defined plan, with actionable and attainable goals will be the projects awarded the proper funds for execution.   #5 Prepare An Employee Training Plan   Ensure your tellers and bankers on the ground are up-to-speed on the ultimate purpose of the branch. They need to know that they’re on the front lines of fostering relationships and growth.  While critical functions such as onboarding, executing transactions and product cross-selling are key to any in-branch function, there is always a gap in the training where a newly built (or remodeled) branch and its core strategic function are lost on the staff that occupy it. Ensure that your branch staff not only know how to perform the duties defined in their job descriptions, but also how to do it in the space you’ve planned and built. To learn more about the 5 key strategies outlined above and how LEVEL5 can assist you with your strategic assessments and branch build projects, Contact Us today. We’re ready to help you meet your 2022 goals. --- ## Forbes: 4 Retail Trends and What They Mean for Branches URL: https://www.level5.com/insights/forbes-4-retail-trends-and-what-they-mean-for-branches Category: Industry Insights Published: 2021-07-13 While some semblance of normalcy is incoming, the impact of the pandemic is still very much a reality. As it relates to retail branching, the early days of the pandemic seemed to have three primary predictions: The Branch is Dead The Branch Will Come Back Stronger The Branch Will Change Like most things in life, level-headedness has prevailed. With a good bit of recent history now behind us, the right answer here seems to be point #3. The branch will change due to the pandemic. Let’s be honest, though, the branch was already changing and will continue to do so regardless. Forbes, who does a great job of keeping the finger on the pulse of so many topics, recently published an article called “Four Trends Reshaping The Future of Retail.” They talk evolving trends greatly impacted by the pandemic. Here, we will highlight those four trends, but look at it through the lens of retail banking and what it means for your organization. #1 – Buy Online, Pick Up In-Store & Curbside Pickup Remain Popular In General Retail Terms – The main takeaway here from the Forbes article is the concept of “Omni-channel.” What you can begin with online has either a hand-off or direct correlation to what happens in-store (or vice-versa). This still has great relevance to any community bank or credit union. These services were available to most retailers prior to the pandemic, but really came into their own when many stores were closed and while customers eased their way back to “normal.” In Retail Branching Terms – Omni-channel servicing is not a new concept to retail banking. For an industry that is hard to change its ways, however, looking at product and services in a seamless, intertwined fashion between the online and offline must become part of any strategy going forward. We predicted long ago the rise of “curbside banking” and have now seen a post-pandemic bump in the drive-through. The branch is becoming less transaction and more advisory. Blending what can be learned or discovered online, then delivered and/or advised upon in-branch is key. #2 – Retail Stores Have Become Fulfillment Centers In General Retail Terms – Some retail stores had to reinvent themselves as fulfillment or distribution centers when doors were shut and/or foot traffic tailed off. This is a direct result of point #1 above, especially as it relates to in-store pickup and/or curbside. In Retail Branching Terms – The translation here for community banks and credit unions is not so much as “fulfillment centers” to sell your widgets. You must understand that the majority of folks who come into the branch to open an account very likely began their “shopping” experience for your products and services online. They probably looked into your credit card offerings and got an understanding of the different flavors and narrowed down the choices. They might have even determined the winner. When it came time to open, though, they decided to come into the branch to open the winner. They wanted that personal touch #3 – Free-Standing Stores Continue to Proliferate In General Retail Terms – Free-standing stores, compared to their mall or shopping center based brethren have seen better store-over-store sales. The reason for this is directly related to the pandemic, with consumers choosing the larger overall footprint of these given stores, and not having to deal with the confines of a crowded shopping complex. In Retail Branching Terms – At LEVEL5, we have a robust Market Analysis division, that has a very strong reputation for running 10-year proformas on different branch types. Without fail, our models always show better sales and faster ROI with a freestanding branch. Regardless of our models, the other primary takeaway here is that you should think of your Branch Strategy in the terms of Branch Optimization. Make sure any individual branch of yours is giving you the best return. The upside to a freestanding branch will nearly always outweigh any storefront branch. #4 – In-Store Health and Safety Measures Remain Paramount In General Retail Terms – Retailers, through and through, want you back in the store. Health and safety are paramount. This is marketed widely, both through advertising media, but also in-store. Retailers are glad you’re back and want you to feel safe while shopping. In Retail Branching Terms – Welcoming customers or members back to the branch is no different than any other shopper type. Branches across the country have gone through great lengths to put up plastic guards, hand sanitization stations, social distances markers, alternating chairs, and more. While masks are becoming a thing of the past, a bottle of Purell only goes so far. LEVEL5 has created the Re-FI Design Program, which was developed to specifically help community banks and credit unions address the issues related to the pandemic beyond simple triage measures. So much press in our industry trades was given to Digital Transformation and Branch related obituaries. Let’s be honest, though, most are click-bait. There are kernels of truth sprinkled about, but it leaves us to sift through the noise to find the relevancy. Yes, Digital Transformation is a real thing. If your digital platforms are at least not on par, you have some catching up to do. No, the branch is not dead. It simply needs to continue to evolve. The main takeaway here is Omni-Channel. The digital world and retail world can have mutually exclusive strategies. If there aren’t cross-over and intertwined components, you’ll be left behind your competition. More importantly, you won’t be delivering a modern experience for your customers or members. --- ## Demystifying Pre-Construction URL: https://www.level5.com/insights/demystifying-pre-construction Category: Design / Build Published: 2020-12-16 When you’re a Design-Builder, there are frequent discussions about the design and construction phases of a project. Many do not realize, however, that any good project begins with a “Pre-Construction” phase. This is composed of a series of purposeful steps geared toward complete alignment before any hammer swings. Here, we give an introduction to the key steps in the LEVEL5 Pre-Construction phase: Programming – Once the scope of a given project comes to light, and perhaps the market analysis is complete, the Programming phase of a project can officially commence. At this point, LEVEL5 has probably conducted a deep-dive questionnaire with your organization. The questionnaires and series of interviews uncovered during the Consulting phase help set the right path with informed data for the right decision. We revisit the questions in the Programming phase, though. A whole new host of questions and deep-dives join them in an effort to lay the foundation of what will eventually become your project. The reason the Programming is so thorough and important is that it is all about building your budget. We discuss every zone in the branch or office building, make design choices, and discuss furnishings and finishes. With this outlined in the Programming document, your team will review for accuracy and receive a budget aligned to scope. Once this is entirely done and signed off, the next phase begins. Basis of Design (BOD) – The Basis of Design is exactly what it sounds like, a baseline, or foundation for the final design to come. The renderings and floor plans delivered in this phase are the embodiment of everything captured in the Programming phase. They are early stage drawings, however, and likely will be different than the final drawings. In addition to the early drawings, we will continue to carry the budget and anticipated project schedule through for visibility. Schematic Design (SD) – This stage represents the first true evolved design. It will demonstrate the initial feedback from the drawings put forth at the Basis of Design. This stage includes the Architectural Site Plan, Floor Plan and Exterior Elevations. Design Development (DD) – The renderings continue to evolve here. Now, they represent the critical juncture when drawings go from a conceptual evolution to sitting on the cusp of being finalized as Construction Drawings. This stage includes Engineering Documents, Wall Sections, Furniture, Exterior and Interior Renderings. Construction Drawings (CD) – The final stage of the Pre-Construction phase is the Construction Drawings. We package all aspects of the build for permitting and local jurisdiction requirements. The project build begins once you and external entities approve these set of drawings. The reason Pre-Construction is important for you to understand not only to understand the flow and terminology, but more importantly, to understand your impact and influence on budget. Although we will give you a budget after the Programming phase, that number can change for numerous reasons. BUT, as the Pre-Construction phase continues, each successive phase represents a decreasing ability to maintain and impact the overall budget. As seen in this graphic, the influence of change decreases while your cost of change goes up throughout the timeline. If you’d like to learn more about the Pre-Construction process, and any of our projects that have used this so effectively to maintain budget integrity, Contact Us today. --- ## Micro Branch Strategy – The Full Series URL: https://www.level5.com/insights/micro-branch-strategy-the-full-series Description: In our full 3 part series, we discuss the Micro Branch and three key strategies involving the Network Effect and Hub and Spoke. Category: Strategy Published: 2020-09-04 Previously, we released our take on Curbside Banking, a supplement to the previously released “Branch Design After COVID-19” Guide Book. Both have been incredibly well-received and we’re grateful for all who have read it and reached out to us to learn more. Within the Curbside Banking supplement, we introduced a new Micro Branch concept. While we have done previous posts on Micro Branches, we thought we would return to this topic. This time we’ll focus on 3 underlying strategies that are often overlooked when considering going small. First, in Part 1, we are going to begin with the “Network Effect.” What is the Network Effect? Funny you should ask, that’s what we’re here to talk about. The traditional economist states that the more people use something, the more valuable that it becomes. In the retail banking world, Bancography states the following: “The network effect is the phenomenon by which large branch networks capture a disproportionate share of market deposits. For example, a four-branch network captures more than twice the deposit volume of a two-branch network; an eight-branch network captures more than twice the deposit volume of a four-branch network. Viewed another way, average deposit size per branch increases as a function of the number of branches, as each incremental branch a financial institution adds provides a lift to – and derives benefit from – all its preexisting branches in the market.” – Bancography, April 2017 In other retail terms, it answers the question of why there is always Starbucks across the street from every Starbucks. When you see one on every corner, you start to want Starbucks. Saturating a market with brick and mortar has an exponential growth metric attributed to that strategy. So, let’s now bring this back to your Retail Branch growth strategy and how the Micro Branch plays a role. When you operate a network of branches in a given market, there is an assumed volume of Loans and Deposits that are up for grabs. When we run our consulting engagements, we estimate a Market or Trade Area’s total forecastable Loans and Deposits volume. From here, we estimate what your “fair share” is and what is also available. This availability is where your branch expansion plans come in. While building several full-scale, standalone branches is ideal, this is not always feasible. Do you lack the available capital for a series of additional free standing branches, but want to capitalize on the Network Effect? A Micro Branch may very well be the perfect answer. A Micro Branch can often cost 1/3rd the price of a free standing branch, yet allows you to further penetrate and saturate a market. This addition of low-cost brick and mortar locations allows you to expand your brand, serve your customers/members, and grab available Loans and Deposits in that market. A compounding effect will take place with each additional location because of the Network Effect. This will aid the percent increase of those Loans and Deposits at the locations already in existence. Now onto Part 2, where we’ll go beyond the single market notion of the “Network Effect” and discuss an expanded concept. We’ll debate whether or not it makes sense to enter a new market and how the Micro Branch plays a role in this decision. Since this new, expanded version of the Network Effect doesn’t really have a name, we’ll call it the “Out of Network Effect.” Many times, when we’re engaged in a Multi-Site Branch Growth Plan consulting engagement, we discuss geographic expansion strategies. A scenario always arises that proves to be a bit of a conundrum. When we assess large, county-wide, or even state-wide geographies in an effort to find the best Trade Areas for branch expansion, there are some markets where the data implies a branch makes a lot of sense. Then, there are other Trade Areas that do not justify a fully staffed standalone branch. This is where the Micro Branch comes into play – especially when considering the Out of Network Effect. To further explain, I’ll use a recent example from a current client where this played out. I’ll be as specific as I can while maintaining our client’s privacy. We recently executed a Multi-Site Branch Growth Plan where we looked at 4 cities across 4 counties. Each city represented the county seat, with one of these cities being a large metropolitan area. The remaining 3 cities were rural outposts with residents either working locally or commuting into the “big city.” City A represents the large metropolitan area, where our study indicated the optimal number for the Network Effect at 6 branches. City B is their Headquarters branch, with a total Network Effect need at 3 branches. City C is a net new market, with a total Network Effect also at 3. This is where the conundrum arose with City D. The data show that many employees and customers of this company live in City D. Yet, based on our Loans and Deposits forecasting, the data does not support a full standalone branch in City D. But – the data does support a Micro Branch. Executing a Micro Branch in City D is a win on several levels: It takes a cost-effective approach to branching, thanks to the smaller footprint and lower overhead costs of a Micro Branch It serves the needs of local customers, regardless of reduced loans and deposits compared to larger, neighboring towns It will aid in the Network Effect, but in this case, benefiting from the Out of Network Effect Here’s why a Micro Branch makes sense in this smaller town. If you think about it, the Network Effect states that there will be a total lift in sales (Loans & Deposits) in a given market by adding locations and aiding total saturation. This economic philosophy typically works for a confined market. When you expand this to a rural, multi-county setting in addition to a dense metro market, the theory still holds. People who live in a tightly packed metro market need not venture more than a couple miles beyond their home’s radius. When you live in the country, however, you’re often driving across county lines. Wether it’s for a job, to see family, to get groceries, or visit specialty shops, it’s always a journey. That’s why we did not recommend a standalone branch in City D, despite the client stating they wanted one. The data did not support it. Since we ran a proforma on a Micro Branch, however, the client got the branch they desired. Not only that, but all other branches in the quad-county analysis benefited from this single Micro Branch. Thus, the Out of Network Effect took hold. Now here in Part 3, we’re going to revisit the concept of Hub & Spoke. This time, we’ll discuss how the Micro Branch can play an important role in executing this concept. For visual purposes, we’re going to use a generic Market Area for Anytown, USA. These strategies can not only work for any given metro market, but can also be applied across a more rural, multi-county geography. First, let’s revisit the concept of Hub & Spoke. On the surface, the Hub & Spoke retail branch model implies you have your bigger branch as a central anchor (hub) to smaller, scattered satellite branches (spoke) across a given geography. Implying that Hub & Spoke is only about branch size, however, is missing the point. Ready to Grow? Reach out and set up a launch call to learn about how we partner to enable the next phase of your credit union's growth. Set Up A Call ➝ When thought of strategically, the right Hub & Spoke model is about efficiencies while considering: Serving Your Clients – Having locations where your clients live and work provides the convenience they require of you, even if some are digital first. Beyond location convenience, you can further serve your clients by understanding demographies of given neighborhoods. More specifically, know their propensities for products and services so that you can offer what your clients need and make adjustments across different spokes. Network Effect – To reiterate from our previous posts, saturated markets and/or trade areas may allow the addition of more spokes. This would complete your Network Effect strategy and, in effect, elevate all other locations along the way. Budget Considerations – Factor in these elements and the cost considerations of a Micro Branch compared to a freestanding branch. You’ll find that you get a lot of lift out of a Micro Branch. It is a much more effective notion especially if you’re unable to afford a traditional branch at a specific site. All of this is where having a Micro Branch as your wild card really comes into play. When looking at the Hub & Spoke model across your branch network, your Hub is the flagship; the crowning achievement. It is the branch with the best design. It offers the most services, has best employees, and is either located in the optimal neighborhood or in the neighborhood with the best bragging rights (many traditional retailers put their flagship stores in Times Square (New York City), Union Square (San Francisco) or Magnificent Mile (Chicago)). Your spokes are the soldier locations spread across the field. When the data doesn’t support a full branch in the outposts of your empire, the Micro Branch is ready to swoop in and fill the void. The last point we’ll make here to close out this article and the series is this: the Hub & Spoke model actually has two sides. Side #1 is your entire branch network, anchored by your Hub Flagship branch and bespoked across your geography. If you are a community bank or credit union, this is your strategy. You operate a fleet of branches typically in one larger geographic market. Side #2 is is more cluster based, allowing for multiple instances of a Hub & Spoke model. You will have multiple Hubs and their aligned spokes across different geographies. If you are a larger FI, one that spans across different metropolitan areas or state lines, deploying this type of Hub & Spoke model may make sense. For example, you may have a Hub and several spokes in Dallas, and another wave of Hub/Spoke branches in Houston. To learn more about how Micro Branches can help you complete a well-rounded Hub & Spoke strategy, Contact Us today to learn about our Data Driven Consulting division and how the right branch strategy can help you double in size. Want to learn more about how smaller, scalable, more efficient locations are defining the future of branching? Download our white paper: The Future of Branching. --- ## The Branch of the Future is Now URL: https://www.level5.com/insights/the-branch-of-the-future-is-now Description: The best time to begin your Branch of the Future project is now. Branch strategy and designs that begin today still may be a year away from being fully completed. Category: Strategy Published: 2020-07-28 We live in a world where terms like “Branch of the Future” or “Bank of the Future” are used interchangeably to imply some retail banking future state that is both the apex of what a branch can be, just as equally as it is mythological and unattainable. The idea that a better branch is unattainable is tantamount to saying “tomorrow never comes”. When tomorrow arrives, it’s actually today. That logic doesn’t compute. The better way to think of this in a buzz-worthy phrase is, “The Future Is Now”. This quote, attributed to the likes of a former football coach, or any host of movies and books, is really more palatable as a concept than “The Branch of the Future.” Implying some ideal-state branch design and filing it under “The Branch of the Future” implies this assumptive future state is out there, but never really achievable, and thus, never bothered with. You should be thinking about your next branch design under the rallying cry of “The Future Is Now.” Like it or not, the future is here. Nobody saw COVID-19 coming, but it’s a freight train that has ushered in some immediate branch changes. Now that those triage efforts are in place, there are now long-term discussions and permanent decisions that need to be had. In our First COVID-19 Guide Book, we discussed the situation thrust upon us, and particularly outlined a 5-tiered timeline through the end of the year as to what has happened, what to expect and what to do about it. Which now takes us to the Design side of the branch. We more recently released our Second COVID-19 Guide Book, which focuses on the physical branch itself. From suggestions to recommendations, this Guide Book does a deep dive into breaking down the branch into Zones and how COVID-19 has caused us all to revisit the Client Journey through a branch. Learn how one decision cascades across each branch zone. But the best part of this is you can do something about it – right now – for free. Our Re-FI Design Program is designed specifically for Retail Bankers to meet with Design and Tech experts who will assess your a Branch, or even your entire Branch Network and make actionable recommendations on design changes and tech implementations to get you your “Branch of the Future” – Now. --- ## 5 Elements of a Branch Transformation Playbook URL: https://www.level5.com/insights/5-elements-of-a-branch-transformation-playbook Category: Strategy Published: 2020-06-09 We’ve talked a lot about Strategy lately, and rightly so. COVID-19 has forced us to rethink everything, but particularly, to rethink and re-envision whatever our 2020 plans were. They seemed like a great idea then, but now, likely not so much. Strategy is important, but when we look at the construct of a “Branch Transformation Playbook,” there are 5 critical components that once established and viewed jointly, construct the roadmap for a purposeful and goal oriented branch. In the below, we’ll discuss each element, and use Football as an example to add context. Step 1 – Establish Your Goals Goals. So many books written about them. So many speakers at Trade Shows talk about them. Maybe there’s something there after all. When we begin an engagement with a client, goal-setting is a core, foundational conversation. We need to know what you want to achieve with your branch project. Whether it be total net new number of branches, clients acquired, loans, deposits, or even your overall asset number over a specific time horizon (usually elongated; around 5 years), goal setting allows us to understand you better, but more importantly, helps us develop a Branch Transformation Playbook that can achieve these specifics. If This Was Football: Goals are at the root of any successful team in football, or in any sport. At the team level, you know that a team’s chance of getting to the playoffs, and ultimately the Super Bowl, is conditioned upon winning the division (winning the Wild Card is not a goal). There is more to just winning your division. You will often here a Coach talk about number of wins. They will assess the other teams in their division and say, “We need to get ten wins this year, ten wins should do it.” That is goal setting – putting a stake in the ground at ten – not just saying, “Let’s go win some games and hope it’s enough.” Step 2 – Set Your Strategy Now that you have set your goals, your strategies are the specifics of how you’re going to achieve these goals. The strategies to achieve your stated goals may be many, may exist independently, intermingle, and may build upon one another over time. These strategies could be launching a new branch, new marketing campaigns, hiring/expanding your staff, acquiring a competitor, etc. A well thought out strategy, equally over a time horizon to match your goals, allows you to keep your eye looking forward, at the horizon, and limits the knee-jerk reactions to short term headwinds. If This Was Football: Coaches have goals for a season, but they have strategies for their team, which are consistent throughout the season, and alter slightly in-game, depending on the team, and player match-ups. You will often hear the media talk about a team’s strategy as being “pass first” or “establishing the run” on offense, and “rushing the passer” or running a “nickel,” “dime,” or “prevent” defense. These strategies are deployed primarily by the tools, or players, on a given team, and by situation, based on the opponent and the very play unfolding. Step 3 – Acquire The Services Often, in the world of Branch Transformation, many community and regional Financial Institutions simply do not have the internal resources they need. It takes a lot to plan, access the right data, find land, design, and build a branch, or a host of branches. Larger organizations have individuals or teams who are hired specifically to oversee these projects, while the typical community bank and credit union default these projects to someone who’s day job is to oversee Retail, Marketing, Operations, Engagement or Experience. Regardless of outfit, eventually you will need help. Thankfully, companies like LEVEL5 have the experience, expertise and processes in place to deliver on your goals. If This Was Football: To become a winning team, you have to have all facets of your offence or defence clicking –  even a top tier coaching staff. If you do not, you go acquire the pieces you need, either through the draft, free agency, or off-season coaching hires. This is where mid table teams bring in an innovative coach and upgrade their running back or cornerback to put themselves in a position to make a push to the playoffs. Branching is no different. You need to make the right hires to fill in the gaps. Step 4 – Actionable Data The idea of Big Data is nothing new – our inboxes are likely full of articles speaking to it. Data is not hard to find and acquire, the trick is what to do with it once you have it. You likely have your own data to help add insights and inform decisions. You also likely either subscribe to, or have hired external firms to analyze and provide findings. The shortcomings of these scenarios is turning this data into action. A good service provider will add value to the raw data, not only by helping you interpret it, but also dissecting it and ultimately pointing you in the right direction. If This Was Football: Data is used in football all the time, from specific performance predictive models for incoming rookies (40-yard dash, vertical jump, Wonderlic scores) to other forms of Advanced Metrics to determine player potential. Furthermore, if you really wanted to draw a better correlation to football and Retail Branches when it comes to data, it may very well be about the idea of market potential for a team seeking to relocate from a mid-market to a larger market. More fans equals more revenue in ticket sales, TV contracts and merchandise. Recent examples of this would be the Chargers going from San Diego to Los Angeles and the Oakland Raiders to to Las Vegas. The right data will tell you where you need to open your next branch for the best ROI possible. Step 5 – Business Case When the first four components coalesce, they form the Business Case. No branch project should get the greenlight or move forward without a Business Case. From stated goals, tiered strategies, the services needed to fill in the personnel gaps and the right, actionable data to de-risk decisions, a CEO and the Board need to have this in once concise form. If This Was Football: Every Football team has a playbook. Every Head Coach develops one, tweaks it season over season (or in season) and every player is tasked with owning it and learning it. It sets the stage for the entire season, with micro strategies for each game. If an NFL team didn’t have a playbook, each game would basically just be a padded up version of a neighborhood scrum at the schoolyard. The playbook is a must. Have your gameplan down, based on data-driven facts, and take the time to lay down the goals and strategies. Call an audible when needed, but having a grander vision and not being held back by short-term bumps will allow you to look ahead and allow your Retail Branches to aid in delivering at the macro level. If you would like to learn more about the formation of your Branch Transformation Playbook, Contact the experts at LEVEL5 to talk about each stage, or even to just talk about football. --- ## Peter Pan Was A Bad CEO URL: https://www.level5.com/insights/peter-pan-was-a-bad-ceo Description: Peter Pan was a liar - or at least a bad leader. In the world of Retail Banking, it is not good enough to follow the leader, you need to set your own path. Category: Industry Insights Published: 2020-05-26 In the 1953 Disney movie, Peter Pan instructs the Lost Boys to follow John as they go exploring Neverland. Off they go, singing “Following the Leader.” John puts on a brave face and the Lost Boys follow. Peter Pan had instructed them to do so, but his advice was short-sighted. John didn’t necessarily know how to lead, and he definitely didn’t know where he was going. Peter Pan is a bad CEO. Some of us suffer from “Peter Pan Syndrome” in life (we do not want to grow up). There is, however, another kind of “Peter Pan Syndrome” in the Corporate world. It is one where too many company leaders are content to “follow the leader” instead of blazing their own path forward. Why would you follow someone if you’re not entirely sure that they know what they’re doing in the first place? And now, in a post COVID19 world, the dangers of “following the leader” are never more present. Credit unions and community banks are still trying to figure out the next step to right the ship and see what will become of their institution. Observing and sharing ideas may very well be a good idea for us all to band together and get through this, but when it comes time to grow again (and that time is coming), you must do this on your own. When we at LEVEL5 begin a relationship with a client, we aim to uncover three key elements by asking: Can you succinctly describe your organization and what makes you different? Do you have an approved 5-year plan? What are your branch (and headquarters) level strategies? When looking to rebuild your 5 year strategic plan for your Branch Network, below are 3 classic traps many leaders become ensnared: “I Want That!” While we’re not going to dive into the details of our Discover phase (the first step in our Blueprint process), we should still talk about where things must start. When we begin to get to know a client, one of the main questions we always ask is: “What do you want?” But what we’re really asking is “What are your strategic initiatives and goals?” This probing question often gets misinterpreted. It will perhaps cause a client to jump right past the strategy, goals, and objectives, and right into the Design of the branch. There is always the inevitable reference of a nearby branch from a known competitor, or a flagship branch from one of the big boys, with a CEO proclaiming, “I want that!” Flattery is nice, and mimicry does have its place. The issue with this proclamation, however, is that it completely skips over the critical early stages of the process. First, you must identify what you want a given branch to do for you in the community and your clients. Strategy will yield Design, not the inverse. An example of the right way to implement an “I want that” strategy is perhaps how the Hooksett, NH branch came to be for Northeast Credit Union. Once the strategy was identified, Trade Area chosen, and branch type chosen via sound data, it was time for the Design conversation. CEO, Tim Collia, worked with our Design team to identify a new, modern aesthetic for the branch that was reflective of the natural elements in New Hampshire. It would also set the foundation of a new branch prototype design not only for that branch, but for all future branches yet to come. The Design for NECU did not “follow the leader” – rather, they set the tone that was right for them. It began with strategy. The Mysterious Case of the Missing Five-Year Plan Another fundamental question we ask in our Discover phase is “What is your five-year plan?” While this question is perhaps more directed at the macro Retail level, it helps us understand what is happening at the corporate level so our Consulting Team can run the best analysis possible. The issue here is often times, the answer to this question is that there isn’t one. Many community banks and credit unions may very well not have a five-year plan. They instead only plan things out along a 12-month or at most, an 18-month time horizon. This may be the reality, as things are fluid and ever changing (especially now), but it brings up a fundamental challenge in this space. Creating a 5-year plan is critical. A 5-year road map (even with change) lays the foundation for a strong corporate vision. An 18-month road map can set you down the right path, but, at worst, it can make you more reactionary instead of proactive. When we began working with Canvas CU (Denver, CO) they outlined a very specific and well-defined multi-year plan that included aggressive growth plans up and down the Colorado front range, into deeper bedroom communities in Denver, then up and down the I-25 corridor. We are now several years into that execution, with Canvas still eyeing a multi-year strategic growth horizon. Think Like A Golfer There may very well be 144 or so golfers at any given (pre cut) golf event. That’s a lot of competition, but each golfer is really just focusing on themselves. At least, they should be. Sure, they’ll take a peek at the leaderboard, but in reality, any other golfer’s actions do not influence whether they hit the fairway off the tee or sink that birdie putt. The same can be said about running a community bank or credit union. Yes, you want to be aware of what your competition is up to, and yes, you want to peek at the leaderboard, but are you really going to switch clubs or shoes if someone else hits a great shot? You shouldn’t. The point here is this: Don’t follow the leader. Be your own leader. Set your path forward. Have a game plan. Not for the 18-holes, but for all 72 holes over the four day tournament – this is your 5-year plan. Keep an eye on what the competition is doing, take a cue from it and even learn from it. But you must be true to who you are and your strategy will be born from that. After all, if you see a competitor go heavy on tech, but your customers are a bit more traditional, don’t chase that shiny object and implement something that won’t be well received. So, Peter Pan was a bad CEO. Don’t follow the leader. Follow your own path. I hope your childhood has not now been compromised. But here’s the good news. LEVEL5 can help you get there. Our Business Development managers and Consulting Team are experts at helping you craft, evolve and mold your vision into a solid 5-year plan that is yours and only your. Contact Us today to learn more and get going today. --- ## When “X” Marks The Spot URL: https://www.level5.com/insights/when-x-marks-the-spot Category: Site Selection Published: 2019-10-29 Finding Your Next Branch Site With A Data-Driven Approach Forget the fact that Halloween is just around the corner and dressing up like a Pirate is fun (and timeless), as a Retail Banker eyeing (insert pun here) your next branch location, “X” will always mark the spot. Treasure Hunting In the old days, heck, even now, most approach a new branch’s site selection with a little intuition and a couple phone calls. The classic scenario unfolds like this: Boss says we need to grow and growing means a new branch. Bankers talk to one another and decide there’s a nice pocket in town, or in the next county over, that is begging for a new branch. After all, you don’t have a branch within at least a 10 mile radius. You pull out a map (or Google) and pick the street corner that you’d like to be on. A couple phone calls later, you’re in luck because a site just happens to be available. Now, if you had applied a data-driven approach to this methodology, you’d soon learn (instead of the hard way) that your new-found location is not only on the wrong street corner, but it may very well be in the wrong part of town entirely. In this magical universe, where data is applied to your branch endeavor, the data will ultimately point you to where the branch should be located. By combining up to 12 data points and mixing them into our custom and proprietary algorithms, the LEVEL5 Consulting Pirates (lead by Captain John Hyche) have been helping our clients find where the treasure is by locating the ideal address in the ideal market suited to fit your strategic goals and objectives. Multiple and Variable “X’s” When it’s all said and done, and the data has been run, we actually deliver you several “X’s” as viable options. The “X” represents the site, but there is a lot of data science behind that recommendation. All you need to know at this point is that the recommendation is showing a very complicated output of growth, budget needed and return on investment. Different parts of town, different zip codes, and even different street corners have different outputs. These “X’s” will show the sliding scale of these critical elements in your decision: Growth – Is that address rooted in a stable, declining, or growing part of town? Do people live in and/or frequent the area? Is trade moving up or downtown? Budget – What is it going to cost you to put a location there? Do you have a fixed budget? Are you willing to spend what it takes to be at that site (at least for the right reasons)? ROI – Does the forecasting and expense calculate to a percent that you and others are comfortable with? Be A Pirate So, the next time you are tasked with growing your branch network, get out your treasure map, put on your eyepatch, and hoist the sails – but don’t forget your shipmates. The good folks at LEVEL5 have been helping others just like you find the “X” on the map for years. Contact Us now to get your treasure hunt started today. --- ## Design-Build vs Design-Bid-Build URL: https://www.level5.com/insights/design-build-vs-design-bid-build Description: With Branch Transformation, understand the differences between "Design-Build" and "Design-Bid-Build" - you and your project will be better for it. Category: Design / Build Published: 2019-10-23 In Branch Transformation, You Need to Understand the Difference “Bid” Can Make That little word “Bid” can surely make a big difference when looking ahead to any given Branch Transformation project. You may be wondering what the difference is between these two concepts, or you may be wondering, “Have I even ever heard of this concept?” Don’t worry, we’ll explain below. Design-Build The best way to understand “Design-Build” compared to “Design-Bid-Build” is that the former is a more unified approach to the two seemingly separate concepts of “Design” and “Build.” When a project is approached with a “Design-Build” strategy, these two separate concepts become joined at the hip and the overall branch, main office, or facility building will be better for it. These two phases act as equal halves of a greater whole. The reason you want these two to work so closely, if not tied to one another, is primarily due to your budget. A “Design-Build” project has a more predictable and controllable budget. After all, when a Branch Transformation project commences with this in mind, the design of a building is done with construction in mind, from materials, labor and timing being critical elements that impact the overall spend. Design-Bid-Build When a project is initiated in a phased approach, with forward thinking strategies and budgetary considerations taking a backseat, your budget will suffer. Think of this sequentially instead of jointly. When a design is commissioned and approved, the “Build” phase then goes out to Bid. You send out an RFP to hopefully qualified builders, who then need to interpret the Design you are showing them, who will then in turn try to interpret costs to the best of their ability. This is where costs begin to balloon and lend to inevitable Change Orders. If the construction company wasn’t privy to the strategy and Design from the onset, how involved are they really? And, to fix this disjointed scenario, someone’s gonna have to pay (who could that be?). Of course, there’s much more to it than this. To learn more about these processes and get a better understanding of the pros and cons, Contact a LEVEL5 Design-Build expert today. --- ## What Retail Bankers Can Learn From The Recent Target News URL: https://www.level5.com/insights/what-retail-bankers-can-learn-from-the-recent-target-news Description: Retail Bankers can learn a valuable Branch Transformation lesson from the recent Target employee complaints about the recent "Modernization.". Category: Industry Insights Published: 2019-10-15 Target’s “Modernization” is Basically “Branch Transformation” for Big Box In news that broke last week, it seems that many Target employees have not been happy about the new “Modernization” effort that the Big Box retailer has been implementing. This is newsworthy for Retail Bankers who are struggling through or at least considering a Branch Transformation effort of their own. Nobody ever said that transformation is easy, but it’s often the right thing. And doing the right thing can be challenging, to say the least. You see, Target’s “Modernization” effort is really a Big Box version of retail banking’s “Branch Transformation” efforts with two main anchor points: 1) a new design model, which, 2) allows for a better environment in which employees are better suited to sell (or at least consult). If you’ve spoken to us lately, or attended our recent speaking engagements, LEVEL5 has been actively discussing Target’s revitalization – an effort to bring better shopping experiences to their customers. While the Business Insider article primarily talks about employee complaints regarding backrooms and stocking procedures, the takeaways here for Retail Bankers should be this: Change Is Disruptive People just don’t like change. You can only move someone’s cheese so much before they revolt. If you read between the lines and understand what Target is trying to do, it actually makes sense. Trader Joes, for example, has utilized their store staff as both stockers and sellers for a long time. It has been well documented how these “universal associates” are omni-present, not only making sure the shelves are full of product and aesthetically pleasing, but also making sure to answer any questions shoppers may have. Training Guides Only Get You Halfway There It does make sense to have a training guide, documenting the reasoning, end goal, and tactical elements to get Target through “Modernization.” But training guides are just that – guides. It’s black ink on white paper and undoubtedly some pretty pictures. At the time of this article, LEVEL5 has not seen the guide, but we know a thing or two about transforming branches and have developed our fair share of guides, but they are meant to be a visual aid to the real transitioning element – training. People Training Completes the Mission If you were given the definitive guide to Fly Fishing, had the best gear in the world and put in the middle of the the most productive stream running through Yellowstone, but you were not trained on casting, tying knots, or setting the hook, how many trout do you think you’d catch? Being shown how to do something in a real world setting is key. Not only does it allow the tips to be put in action, but you can iron out the wrinkles with “practice makes perfect,” and allay any fears about the unknown. We have executed countless training sessions with our PLACES! program, that not only speak to a Branch Transformation project including Universal Tellers, but also teach a branch staff how to effectively and accurately utilize new cash equipment, even the likes of Digital Signage. I have no doubt that in the coming months, Target will figure this out. The new “Modernization” will be spoken of highly with better sales and happier employees (and customers) a part of it. But change is tough and it needs to be handled delicately. If you’d like to learn more about the LEVEL5 PLACES! training program, contact us today. --- ## 3 Retail Stores That Began As Online Only Companies URL: https://www.level5.com/insights/3-retail-stores-that-began-as-online-only-companies Description: Retail Bankers should always be looking to learn from other retailers who are considered best in class within their categories. Category: Industry Insights Published: 2019-09-25 What Retail Bankers Can Learn from Warby Parker, Casper and Apple. As a follow up to last week’s blog article entitled “The Branch is Dead, Long Live the Branch!” we thought we would flip the script here and look at three companies who started as an online only company, but subsequently took retail by storm and opened up not only successful brick and mortar locations, but played a large part in reinventing retail for the modern age. These are great companies and their retail strategy has one thing in common – a great customer experience. Founded in 2010, out of the Wharton School of the University of Pennsylvania, Warby Parker took the idea (and challenge) of selling fashionable eyewear at reasonable prices directly to consumers via a company-owned website. The online model proved successful as they allowed customers to “try before you buy” – a classic brick and mortar strategy, by allowing customers to pick up to five styles, which are then shipped directly for trying on in the comfort of their own home. Migration to Retail Within three years, Warby Parker began opening up “showrooms” as a compliment to their online presence. Customers could now walk through their stores and browse through the displays, fashioned after library stacks, that carry multitudes of frames for men, women and children in both eyeglass and sunglass styles. The Lesson For Retail Bankers While born online, the company quickly realized that the retail worlds of online versus brick and mortar were not mutually exclusive, but rather complimentary. This is called omni-channel; where these two entities work together, seamlessly. In banking, Omni-Channel is a three-pronged entity, with Mobile Banking, Online Banking and Brick and Mortar Retail Banking ideally working in unison. Additionally, the customer experience is paramount. Just as Warby Parker developed the “try before you buy” for online purchases; they continued this type of anchor strategy in the brick and mortar sites. The retail design, however, doesn’t feel sterile like a LensCrafters or traditional optical store. It is very much a retail-first design. The staff are trendy. They wear the product and encourage browsing. You can spend all the time you want, and even take advantage of their photo booth, to not only take a photo of yourself with a frame of choice, but of course to take that photo and post it to social media (because of course). Casper Founded five years ago and likely the most well-known of the new breed of online mattress retailers, Casper sells foam mattresses and promises the best sleep of your life. The crux of their online selling process was a “100-day return policy” – basically a “try before you buy” variation of traditional retail. This no-risk strategy proved successful, especially for a product that traditionally sold through brick and mortar where prospective patrons jump from bed to bed and pretend to sleep in 30-second increments. Migration to Retail After a wild online ride, the company began experimenting with pop-up stores before rolling out permanent locations in major U.S. markets. The pop-up stores was a very interesting strategy, almost their own version of “try before you buy,” but in this case, they were “trying” out the market before “buying” in on an expansive and expensive retail rollout. The Lesson for Retail Bankers In retail, the traditional “try before you buy” has returned and is likely the experience anchor for those looking for a better night sleep. The company, however, didn’t just launch locations to operate like traditional mattress stores. Products are sold in low-pressure environments (the opposite of traditional mattress stores) and offer customers the opportunity to discover how these modern mattresses are made. This is not only enhancing the experiential side of the store, but it also goes a long way to for building the brand and solidifying the mystique of the product. Apple, Inc. This little fruit company out of Silicon Valley, believe it or not, used to sell its products exclusively online. Back when the Apple Computer was more of a boutique product for the “artistic” crowd and Apple vs. Microsoft was the new Cold War, CEO Steve Jobs was looking for a way to expand its customer touch points and grow the brand – and sales along with it. Migration to Retail In 2001, the first Apple stores opened after experimenting for years with “shop in shop” concepts that ultimately did not prove fruitful. Most analysts believed the concept would fail, but they were immediately successful. Now, within the retail worlds, Apple Stores are the gold standard in not only sales per square foot, but in how to execute retail when online sales have dominated to the point where entire malls are closing.   The Lesson for Retail Bankers There are many reasons and tons of articles written as to why the Apple Stores do so well. When looking at this through a Banker’s lens, we’ll focus on three factors. Discover Products – It’s hard to imagine, but back in 2001, there were no iPhones, iPads, or Apple Watches. The stores acted as showcase vehicles for the Macintosh and the software therein. The open space and clean product displays allowed no-pressure browsing with staff their to answer questions when needed. Demystify Products – For those who did not grow up with the original Apple Computers and/or early Mac computers, they were intimidating. 2001 was a PC (Microsoft) dominated world where it was just difficult to convince people to make the switch. While ad campaigns spoke about how seamless and easy to use Apple products were, it still did not translate into sales. Enter the Apple Store and let’s “try before you buy.” The stores gave wary customers the opportunity to see how easy it was to plug in a camera and unload pictures, how quickly printers were added (no searching for drivers), and ultimately, how intuitive the computer’s operating system truly was. Genius Bar – The kicker for the Apple Store was the concept of the Genius Bar. These “Universal” employees are not only there to act as technical support, but first and foremost are there to help onboard you as a new Apple customer, or at least as a new product user. They do this by offering classes or individual guidance on how to best use the product and take advantage of the key features that you, as the customer, need to know. As a Retail Banker, of course it’s important to pay attention to the industry in which we operate, but there are valuable lessons to be learned and case studies to study for retail in general. If you’d like to learn more about industry trends and how critical retail strategies can be adopted into your Branch Transformation strategy, the experts at LEVEL5 are here to help. --- ## The Branch is Dead, Long Live the Branch! URL: https://www.level5.com/insights/the-branch-is-dead-long-live-the-branch Category: Member Experience Published: 2019-09-17 Since the rise of online and mobile banking, many Banking pundits have been prophesying of the fall of the branch. Well, I’m here to tell you that the branch is dead. But this doesn’t tell the whole story. The reality is, the way the branch traditionally was built and run is dead, but the new way of running your branch has arrived and is here to stay. So, hear ye, hear ye: The branch is dead, long live the branch! The old branch model acted as a center for all things banking, but with Online Banking and Mobile Banking, there is a new world order in the form of Omni-Channel, and the branch has transformed into a key component living alongside the digital. The branch is now about Engagement. In fact, your customers are much more likely to be satisfied, have more products and be more profitable by using all channels – with the branch being the anchor element tuning a casual customer to an ideal customer. In fact, when the branch is allowed to act as an anchor element to the overall customer transaction and elevate the experience, the data says that a customer’s Lifetime Value increases by nearly a value of 6x when you factor in good, valuable touch points at the branch. In context of execution, the new branch model deploys a Universal Teller, launches purposeful technology that aids and enhances the banking experience, all in a warm, inviting and open branch design that fosters conversation and relationships. If you’d like to learn more about the evolution of the branch and how your network can evolve into a modern fleet, Contact Us today. --- ## 5 Senses of Good Client Experience URL: https://www.level5.com/insights/5-senses-of-good-client-experience Description: Learn the key five senses at play that make up a great retail banking environment for your current fleet or future Branch Transformation. Category: Member Experience Published: 2019-09-03 Sure, we all learned about the traditional five senses of the human body back in grade school. And while some of those classic five senses still make sense while talking about a bank branch and a potential Branch Transformation project, there are both original and new senses that come into play when it relates to retail banking. So, without further ado, put your lab coat on and join us on a journey of the “5 Senses of a Good Client Experience.” Sight Yes, one of the classics and probably not a surprise here. We are such visual people and your customers are no different. How would you rate your branch on a visual scale? Does the branch bring a customer in from the outside? How does the branch look when customers are driving by at 40mph? Does it equally hold up (or disappoint) when that same person is pulling into the parking lot? What about when they get out of the car or go through the drive-through? If you’re cringing to yourself as you read this and assessing these questions to your current branch network, at least take solace in the fact that you’re not alone. And it’s not just about pure aesthetics here. A good paint job really can make a difference, but of course that only goes so far. Think of this sense more in a brand context. Does the branch deliver on your brand promise? Does it invite people in? Does it hold true to your retail Brand Deployment guidelines? Is your signage bright? Is the lot in good order? All of these need to be asked and answered. If any of them are lacking, your customer’s sense of sight will be compromised and so will their overall experience. Touch Okay, yes, another classic from our formative years. But this is not so much about tactile sensation, but more so about the items in your branch that need to be touched, or better yet, are asking to be touched. Too often, technology is deployed because it’s believed to be the trendy thing to do. But it’s done with no real strategy behind the machinery, and that’s a dangerous formula. The right technology, like touch screens or tablets, allow your customers to check in, discover new products and/or services, schedule appointments, and even complete online transactions right in the branch. Who knew? Self-serve ATM’s are a great tool to bridge that gap between true self-serve and teller assisted if the transaction, or customer requires it. Intuition Alright, our first curve ball. Yes, Intuition is a sense, and we’re not talking about knowing what someone is going to say before they say it. Think of it like this: the greatest thing potentially said about how intuitive the iPhone’s User Experience (UX) design is the fact that you can give a two year old an iPhone and they will, within minutes, be swiping up and down, opening and closing apps, and probably unknowingly buying tons of Fortnite V-Bucks. Can you say the same thing about your branch’s Customer Experience (CX)? If you’re not thinking of your branch’s design in experiential terms, today should be the day you begin. Your customers should walk in to each of your branches knowing immediately where to go for what they need, even if they’ve never been there before. And we’re not talking about queueing up immediately among the labyrinthine velvet ropes. Hearing The right sounds are important in a branch, but this doesn’t mean that the customer should be bombarded with noises when they enter a branch. In fact, more often than not, properly deployed digital signage running loops or very well curated content doesn’t even have the sound on. This sense is more about whether your customers are being heard, or perhaps more to the point, whether your tellers are listening to their customers. When a customer comes in to cash a check, more often than not, small-talk transpires. After several visits, a rapport naturally develops. While customers may be coming in for transactional services, it is during these small engagements where valuable information is likely shared – but is anything being done about it? While you should always train your staff to cross-sell products, deepen relationships and gain more share of wallet, timing is everything. Selling a home loan is not meaningful to the young Millennial who is just starting out in their profession. But the late-stage Millennial who just got engaged may very well be needing a new home in six to twelve months. Now that is a cross-sell opportunity worth mentioning and can easily be discussed if that piece of information is shared during some teller window chatter. Time We all have a concept of time. But time can mean different things. And in the world of retail banking and Customer Experience, it means two things: 1) the passing of time in the literal sense and, 2) the experience we’ve had in a more contextual and ephemeral sense. We’re all busy; probably too busy in our daily lives, and the same goes for our customers. There are expectations that need to be delivered regarding simple transactions, even right up to opening a new account. When customers walk in to your branch, they have an expectation of time needed to complete their need. This actual time transitions into point #2, the experience of the time had. If you deliver on the expectation of their time (point #1) then the customer will perceive their time spent to be a success (point #2). Ask yourself if you feel that you are delivering on each of these five senses. They are all important and play off one another. The taste of your favorite dish is always elevated when you are first greeted by its enticing smell. The same can be said of a branch. If you can deliver on these five senses of a good client experience, you’re really onto something. If you feel your branch network is a bit lacking, we’d love for the chance to speak with you. Our team of Design/Build experts know what it takes to develop, design and build a great branch experience that hits on all five senses. Contact Us today and let’s get started. --- ## Brand Deployment – What Is It Anyway? URL: https://www.level5.com/insights/brand-deployment-what-is-it-anyway Description: Brand Deployment is a critical and often overlooked component of Branch Transformation. In this article, we talk about the three types. Category: Design / Build Published: 2019-08-20 When we begin to think of a branch transformation project, the initial needs-based strategy quickly morphs into what the branch is going to look like. And while this is an important piece, there is often an overlooked component of building your next branch that is equally important, if not the first priority. BRAND DEPLOYMENT Now, when we say “Brand Deployment,” we’re not talking about your Brand and the elements within your Brand Guidelines (logo, tagline, colors, mission, etc.). While your Brand Guidelines are very important, the nature of this article is to discuss the actual execution of your brand elements within a physical space, thus, the “deployment of your brand.” To begin thinking of Brand Deployment in the right context, let’s categorize your brand the Branch Transformation efforts into three categories. Refresh When you are doing a Brand Deployment as a “refresh” this implies that your overall brand, its rules and foundation have remained the same, but your overall branch network is inconsistent, particularly because you likely have evolved it with your current or upcoming branch project. Your new branch will has an evolved way to represent your brand in the physical space and while this will be your best executed branch yet, it also means a retro-fit is required for the other branches in your fleet for consistency and overall experience. Reinvent When you have taken on the effort to “reinvent” your brand, this means your company name has changed completely. Your mission/values may very well have remained the same, if not expanded to a degree, but your overall brand is meant to relate to a broader customer base. A recent example of this is with our friends, Canvas Credit Union, a Colorado based credit union who was operating as Public Service Credit Union until they rebranded as “Canvas” in 2018. The new name does a better job to encompass what the CU is about, members first, across the Colorado communities in which it serves. Rename A “rename” when it comes to Brand Deployment is an extension of “reinvent,” but speaks more to the effort being born of a Merger & Acquisition. The new brand name is either a completely new name for both of the newly joined institutions, or the adoption of the brand name from the other FI. In either case, there is an entirely new brand palette, mission/vision and expanded customer segment. When contemplating your next branch effort when it relates to Brand Deployment, you should ask yourself the following questions: How will brand’s style be represented in branch? How will brand elements be conveyed in physical state? How will core values be portrayed? What story will brand tell? Will brand need to change/evolve with new branch? What research is needed? When you understand the three basic elements of Brand Deployment and ask yourself the right questions, only then can you truly begin the Design process of your next branch build. If you’d like to learn more about Brand Deployment or hear about our recent projects, Contact Us today. --- ## 7 Deadly Sins of a Bad Branch Strategy – Full List URL: https://www.level5.com/insights/the-full-series-7-deadly-sins-of-a-bad-branch-strategy Description: Consolidated list featuring all 7 Sins under one house of repute. The 7 Deadly Sins of a Bad Branch Strategy - learn what to avoid and how to do it right. Category: Strategy Published: 2019-07-01 When discussing your own branch network and the exciting prospect of a remodel or ground-up project, you often look at your competitors, other institutions for best-in-class branch designs and even brick and mortar sites outside of a branch altogether (Apple anyone?). While we often talk about what we like and the elements that we may want to emulate in our own project, there is the other side of the story – the “not so goods” and the “what were they thinking” elements. And so, with that, come on a journey with us down the dark alleyways that are the 7 Deadly Sins of a Bad Branch Strategy. 1. LOCATION SIN: For not using data to inform location decisions. Yes, the saying still holds: Location, Location, Location. But it’s never as simple as just being in the heart of town, on the main thoroughfare or at the right ingress/egress points during rush hour. Knowing your town and your neighborhood helps, but the naked eye and good intuition do not have the luxury of data, particularly the kind of data that is forward thinking and aims to future-proof strategic decisions. The right combination of Consulting Services, which will run the right queries with the right combination of data, will yield results for tomorrow, not just today. Furthermore, the right Real Estate partner goes beyond identifying the vacant building or lot – the right Real Estate partner can find the ideal property that may not even be on the market. They know property valuations and have the experience to negotiate – getting you the right price per square foot. 2. FOOTPRINT SIN: For choosing a branch size that is too big. Gone are the days of 5,000+ square foot branches. With many transactions now happening outside of the branch, oversized branches aren’t necessary. This is not like tennis or golf, where an oversized head increases your sweet-spot. Oversized branches, especially for the amount of transactions occurring, are not sweet. In fact, they just feel wrong. Empty space is sinful. And worse yet, filling it in with an extra Self-Service machine to gather dust or filling it with something else unnecessary altogether is a good strategy gone wrong. Downsizing new branches or reworking the footprint for a remodel is the right approach. Make the branch feel welcoming and purposeful. Not cavernous and empty. 3. DESIGN SIN: For choosing a design not born from strategy. This is not about pretty or not. And it’s not about modern or not. A great looking branch can be executed in a historical building, maintaining those historical elements, but does the design do your brand justice? Does it invite people in, foster interactions, flow properly and perhaps ultimately, does it help justify the branch’s existence? The Design is not just about aesthetics, though they are important. The Design should be born out of purpose, rooted in your corporate strategy and further justified by properly serving your customers in that community. Brand Deployment is especially important in a well-executed Design. It’s not just about logos and tag-lines, but the vision, mission and customer-oriented service embodied in the physical Design. So, go design your “Apple Branch,” but only if that design fits within your brand. 4. TECHNOLOGY SIN: For introducing technology that is intimidating, unnecessary and goes unused. It’s everywhere and rightly so. But let’s not do technology for technology’s sake. What was originally seen as a threat to the traditional brick and mortar way of doing banking (yes, we’re talking about online/mobile banking here), the right deployment of technology can actually enhance the branch experience and bring in a true omni-channel approach to transactional touch points. Digital Signage is a great way to take what used to be a static mission or vision statement, and have it brought to life in an engaging and dynamic way upon a customer entering your branch. And since we’re talking about dynamic, a well-deployed fleet of interactive touch screens can enable your customers to discover products or services, check-in, or find their way to the right section of the branch. While video conferencing is not necessarily new, it really seems to have come into its own with practical in-branch applications so customers at one branch can speak to a subject matter expert at a remote location, seamlessly, in real time, and with real, actionable next steps. 5. OMNI-CHANNEL SIN: For being too heavily weighted in one customer touch point. It may sound like a fancy word, but omni-channel is really just the idea of ALL customer touch points not only existing, but existing harmoniously and purposefully with one another. What is born online, may very well terminate in a branch and vice versa. The right branch strategy will take the omni-channel elements into account, have equal weight at the table and understand how they all work together. The epitaph of brick and mortar has yet to be written. After all, 90% of sales still occur at a traditional store across general retail. 6. PEOPLE SIN: For deploying poorly trained and disengaged employees. Have you ever been to a restaurant where the food is “fine” but the service is great? You probably keep going back. Conversely, you’ve probably been to a restaurant where the food was really good, but the service lacked – and you probably haven’t been back. Why would your branch be any different? Before we even get to whether your staff has been properly and continually trained, were they even part of the original branch transformation strategy? Taking a step prior in this regard can really go a long way. Your great branch strategy and amazing design will all be for naught when your customers walk into a branch where the staff are disengaged, feel disassociated from the branch, feel that the “new” way of doing things is not their thing, more less, even understand why the technology is there in the first place. Train them well, but make them feel germane to the mission and you will have evangelists delivering amazing customer service. 7. EXPERIENCE SIN: For not developing and delivering on a cohesive strategy and executing flawlessly to delight your customers. When you take the right approach and blend of the six elements above, mix them together with purpose and execution, you have great customer experience. But don’t be confused here. “Customer Service” is NOT “Customer Experience.” A successfully executed transaction may not necessarily have a customer walking out the door, feeling delighted and ready to tell their friends and family it’s time to make the switch. Think big picture here. There’s more than completing the transactional circle of life from hello to goodbye. Remove barriers. Be intuitive. Enable a great flow through design, in the right part of town, with the right sized branch. Have technology enable, not scare. Have your people embody your mission and values, deliver on the promise and make every single customer who walks in want to come back, regardless of the online conveniences of some transactions. That’s a great experience. For the sins above we have committed, there is not reason to dwell in the past. Let’s do something about it. If you’re guilty, there’s no judgement here. All we ask is that you begin purging these sins, and that may very well start by you contacting the experts at LEVEL5. --- ## Predictable Growth for Bank of Newington URL: https://www.level5.com/insights/predictable-growth-for-bank-of-newington Description: Bank of Newington branch expansion into Springfield, GA has transformed the way the Bank delivers service to its customers in South Georgia. Category: Case Studies Published: 2019-05-21 Bank of Newington Brings “Full-Service” Banking to Springfield Success in any business relies on focusing on what matters. Bank of Newington’s (Newington, GA) new Springfield Branch brings full-service banking to its customers and community. The Bank partnered with Atlanta-based LEVEL5 for the site selection (consulting and real estate) and design-build (design and construction) of the branch. Tripp Sheppard, President of the Bank said, “When we decided to expand via branching there were two driving factors. First, how would a new branch impact our financial performance. And two, can we design and build it efficiently. The team at LEVEL5 addressed both objectives, simultaneously. Their consulting team built a comprehensive ten-year projection, so we could model the full impact of the branch on our balance sheet and capital. Second, they delivered the branch in less than 6 months.” Mike Colvin, Executive Vice President and Principal said, “Community banks all across the country want to embrace “branch of the future”. What I am most proud of our team is we continue to listen to our clients, and deliver what they want and need.” Mr Sheppard closed, “The LEVEL5 site selection and design-build team took a very complex process and performed seamlessly. We needed a turn-key solution and they delivered strong results for our Bank.” WATCH THIS VIDEO TO HEAR FROM TRIP AND SEE THE BRANCH: To learn how we can help you change your experience in the branch, contact us today. --- ## Public Service Credit Union’s New Canvas URL: https://www.level5.com/insights/public-service-new-branch-canvas Description: Public Service Credit Union recently announced its name change to Canvas Credit Union. Included with the change is a new pro-type branch. Category: Case Studies Published: 2018-06-06 A New Brand is More Than a Logo it Includes the Branch Denver, CO based Public Service Credit Union recently announced their new name change to Canvas Credit Union. The name change is part of the $2.3 billion credit union’s strategy to transform the experience of financial services for its customers and community. The Canvas team partnered with Atlanta-based LEVEL5 to help create and implement a long-term multi-site branching strategy to coincide with the re-brand and name change. The plan will establish new branches in key markets across their field of membership, and LEVEL5’s site selection team procured numerous sites for the roll out. Todd Marksberry, President and CEO of Canvas Credit Union stated, “It is super exciting to see our long-term plan start to unfold. We believe brand is so much more than our name and logo. We are creating an experience for our customers that feels like family. Our branches must bring that emotion to life. We have been working with LEVEL5 to develop the plan, procure real estate, and they will design-build the branches.”Above are renderings of the new prototype branch for Canvas Credit Union. The initial roll out calls for five freestanding branches, and two renovations to deploy the new brand. The new Canvas branches will join the growing trend in banking toward automation and optimizing the customer experience. Instead of traditional teller lines, the new facilities will embrace pods in an open environment. The new branch function and experience is designed to allow staff to dive deeper into relationships with members or customers. Todd Marksberry continued, “We chose LEVEL5 as our partner because of the value they could bring to our plan. Few firms in the country can develop and implement multi-site branch roll outs like their team.” For nearly two decades, LEVEL5’s integrated process has married site selection (consulting and real estate) with design-build (design and construction) to serve community banks and credit unions across the country. Mike Colvin, EVP and Principal at LEVEL5 shared, “We have worked with Todd and the Canvas team tirelessly through this process. We consider it an honor to be a part of Canvas’s future and we look forward to the growth they will achieve through this roll out.” --- ## Branching: Location…Location…Which Location? URL: https://www.level5.com/insights/branching-location-site-selection Description: Going from Good to Great in site selection can produce dramatic results. Site selection done correctly produces growth opportunities 3 times peers. Category: Site Selection Published: 2017-10-04 Consumers love the branch, so how do you get the one you want? U.S. Consumers and the Branch. There is no denying that the number of branches in operation today is less than before the great recession. However, simply pointing out there are fewer branches is only part of the story. For example, when you consider a recent a IMF study, the number of branches is rising. Per their research, the peak of branches per capita was 35 branches in 2009. The low point was 33 in 2014 – the same level as 10 years earlier. But in 2015, the number of branches per 100,000 started rising again. Let’s Talk about the S-Word. So instead of another article focusing on “if the branch is still important”, let’s talk about one of the key steps in making sure when you do branch – you get what you want. Let’s talk about Site Selection. Good to Great: Site Selection First Things First. The first step in site selection is not the real estate procurement, but establishing the business case. Site selection is the marriage of market analysis and real estate procurement. In a fintech and omni-channel banking world, understanding why to invest in the branch is crucial. And for community banks and credit unions – that’s loans and deposits. Begin with the End in Mind. Therefore, when it comes to site selection, the approach matters. Here’s why: If the business opportunity in a market can support the branch (solutions produce over $35 million in new deposits) then the critical component that takes the opportunity from good to great is how we procure the real estate. Face the Brutal Facts. Selecting the best site for a branch or main office opportunity is not a matter of selecting the right broker. Brokers can serve a role in selecting a site, but brokers are not the answer. In site selection (market analysis and real estate), it is about realizing business opportunity. A Retail Perspective. In retail development, there are two users that every owner wants – pharmacies and financial institutions. Owners of land understand the correlation of location and performance…and they understand that business opportunity is worth a hefty price. Good is the Enemy of Great. But what if you could get the property you want, and the owner would not know it is you? You could avoid the premium and have a greater opportunity to perform. This is where LEVEL5’s real estate procurement process, during site selection, separates itself from everyone else. Our proprietary process veils your identity to protect you from the market, the owner and yourself. Furthermore, our approach negotiates contracts and performs all due diligence (surveys, environmental; and geotechnical test). A broker doesn’t study markets to define loans and deposits, they don’t negotiate contracts, and they do not handle due diligence. So, site selection with LEVEL5 is so much more. Actionable Strategy Getting what you want. For branch or main office opportunity to be realized, then the process has to move from strategy into action. Many firms speak to market opportunity or operations analysis, and even more firms design and construct financial facilities. However, it is taking action on the best location that brings branching and a new main office to life. It’s about predictability of outcome. For the last seven years, LEVEL5 has annually procured between $20 and $25 million in property for community banks and credit unions across the US. Driving predictability has allowed these community banks and credit unions to outgrow their peers by 3x. Since the branch is still location driven, then selecting the best site is key to performance. --- ## Micro Branches | The Next Big Idea? URL: https://www.level5.com/insights/micro-branches-the-next-big-idea Description: LEVEL5 can help you develop a Micro Branch strategy to compliment your current Branch Network with the most flexible solutions. Visit us: Category: Strategy Published: 2017-09-18 Enhancing your branch strategy with the most flexible of solutions – the micro branch. Branch density is the goal. Space to build is the challenge. What makes a financial institution’s branching strategy successful? Many experts point to density “more locations and brand”.  Agreed! However, what if the target community doesn’t have any suitably sized site options within the desired market? Or, what if there is not a lease space available in this market? Are more branches an opportunity? Or a risk? This begs a follow-up question: What about branch network density? Should a financial institution continue to invest in branch density given the advent of new technologies that may lead to a decreasing need for branches? On the other hand, what if digital and mobile channels, video tellers, and smart cash equipment don’t decrease the number of branches, but rather enhance the capability of the branch to better serve consumers? Is it possible the micro branch can be a solution for these facility questions? What is a micro branch? Essentially, It can be whatever you  dream up! As long as it has a small footprint, is heavily branded and uses smart technology. For instance, it can be a shipping container converted into a permanent freestanding branch (see image above), equipped with an ATM and a universal banker office. Or it could be a 1,000 to 1,500 square foot freestanding branch equipped with video tellers, assisted self-service or ATMs and staffed with a few universal bankers. All kinds of possibility. These imaginative facilities can contribute to branch density through a downsized, refined package while still offering similar services as larger branches. We have the technology; let’s use it! The micro branching movement is putting the spotlight on a new way of thinking about service facilities… here’s how: Speed to market – Micro branches provide financial institutions the opportunity to enter the market quicker because design and construction durations are much shorter. Cost does matter – Because of the reduced branch size, these facilities require  less  real  estate, and the cost to build and maintain is lower compared to a more conventional cornerstone (hub office) or community branch. Staffing – Micro branches typically have a reduced staff. The staff is focused on high-value customer interactions – while technology handles the more mundane transactional components. Resiliency – Micro branches provide agility in decision making for financial institutions  needing  to  quickly  adapt  to the market. For example, a container facility can be converted to a cashless ­location, or due to a shift in market dynamics, the micro branch can be converted to a loan or mortgage facility. Dream big with less – Micro branches give financial institutions the opportunity to venture into markets that previously were not considered a possibility due to lack of site options. For example, in a dense retail area, where room is snug and will not accommodate a community size branch, a permanent container facility or small pre­fabricated facility may be a quicker and more effective solution for the market. Deliver the deliverables – Micro branches are outfitted to deliver the intended service solutions for targeted communities. In fact, these facilities give greater flexibility for branch density strategies by providing the financial institution greater access for entry into specific markets of  interest. It’s on the menu – Micro branches can have full-service capabilities such as cash handling technology (ATMs or ITMs), and even drive up lanes. Furthermore, micro branches can be constructed “your way” with the same high-quality construction, and architectural brand identity, as seen with a traditional facility. Customized for the community. The beauty of the micro branch, besides its lower cost, is that it can meet the desired financial needs of a community, creating better opportunity for consumer loyalty and satisfaction. As is the case with all branches, micro facilities are targeted for specific market and community conditions. And, having the ability to enhance the product and service offerings to a community while contributing to branch density. The micro branch is an option that gives financial institutions greater flexibility to enrich its intended branching goals and improve its presence in communities once thought to be out of reach! --- ## Return on Investment for Branching URL: https://www.level5.com/insights/return-on-investment Description: In an omni-channel society where branch visits are down it would appear the deck is stacked against FIs trying to get a return on investment from branching. Category: Industry Insights Published: 2017-08-19 Is the deck stacked against the physical branch? Priorities, priorities. A recent study released by the Financial Brand revealed the top priorities for financial institution (FI) marketers. In order of priority: 1) Increase Wallet Share, 2) Increase Loan Growth and 3) Acquire New Customers. Given the branch has historically been a dominant tool in the FI tool belt, it would appear that these goals are challenged. Too many branches? In an increasingly omni-channel consumer society where branch visits are down, and population per branch is low (thanks to the proliferation of branches), it would appear the deck is stacked against FIs trying to get a return on investment (ROI) from branching, while reaching its goals. This is especially true when we consider how branch use has changed. No longer is the branch the primary channel of choice for consumer transactions. Consumers today use branches for different things than they did even 10 years ago (see graph below). Branch use for depositing, withdrawing, and transferring funds is a shadow of its former self. However, when we consider what the branch IS for today…there is more than a little light at the end of the tunnel. Survey says… According to an Ernst & Young survey, 65% of sales occur in a physical environment i.e. the branch. So for FIs looking for a ROI for branching look no further than sales and service for your key driver of success. With this shift in mindset comes the opportunity for a new result. Great brands think alike. Marketers of brands like Apple and Disney keenly identify that brands change over time – they evolve. Furthermore, they know that the brand and the business are intertwined as they seek to make emotional connections with their customers to drive sales. A good example is Coca-Cola. Coke’s market cap is attributable not just to the commodity of soft drinks, but also to Coke’s iconic bottle, a physical embodiment of the brand. In fact, without the Coke brand, its value is half. FIs can learn from other retailers and develop specific strategies to get a ROI for their efforts to market their company’s brand in its primary channel, the branch. HOW TO DO IT Is opportunity knocking? The journey begins with market research and analysis that drives to a business case for or against branch investment. Understanding the loan and deposit potential in a market can quickly start an effective narrative for branching by defining goals and expectations based on facts. Those facts frame our investment in land, building and people so we can predict with greater certainty what the future holds. Execution is everything. Then based on these facts, we build a plan to connect with the opportunity. Our engagement begins by tailoring the interior space to the culture and desired customer experience.  The focus is on enabling “bankers” to easily connect with their clients.  The physical identity (architecture) and signage of the branch is an extension of the culture and makes a statement to the market at large, so the market knows we are different.  This means we don’t run the same play every time and in every community. Specifically, we don’t always use teller lines, or pods, or self-service, but look at each market’s components and then tailor our connection. Make your intentions clear. As we build the connective environment, we are intentional to communicate our brand message in graphics, colors and materials. Our value to the community and customer cannot be guesswork because these components drive action – action taken by our employees to use these materials to cross sell, and action by the customers who are now educated on what we can offer. What we can learn from the major players. Bigger banks have taken these components to heart and are leading the way on branch experience, and getting great returns. Earlier this year, JD Power revealed that customer satisfaction at big banks is at an all time high, which is remarkable given the attitude of the marketplace toward big banks after the financial crisis. Big banks have learned that customer engagement in the branch is powerful, and they have learned how to clearly communicate value proposition. ROI in action. The great news is we can quantify the ROI for branching using the tools mentioned above. For example, a FI in Michigan wanted to create a new customer engagement model in its community to achieve more loan opportunities. The plan included relocating a branch and remodeling a second facility with a new way of connecting, and the glue that held it together was training. The FI changed the engagement model to focus on asking questions and relationship building. They also changed their branch environment, and moved away from teller lines and used technology to automate routine activities. When the brand message became specific to the community, and the FI’s mission, then the culture changed. Within the first two years, the FI has grown its loan to deposit ratio from 88% to 92%. More proof. Furthermore, a FI in the Southwest grew from $1.0 Billion to $3.5 Billion in 5 years through a similar shift. The shift included a new engagement model in the branch, and messaging throughout the customer experience. The exterior also changed, which was important; it helped the community identify with the change. By the way, the bank quantified the business case through research before each move. To recap. In review, FIs can reach their goals of increased wallet share, loans, and customer growth in the branch. Here are the steps: We are clear on what we want and whom we serve. Our customers are diverse and changing, so our channels must appeal to all generations. We tailor the message of the branch to the market. This includes doing our research and quantifying the loan and deposit opportunity – upfront. Then we focus the branch experience on the opportunity. Our goal is to establish an emotional connection with our customers and community to drive results. Our focus is on engagement and inviting the community in, so we listen more and talk less. --- ## Building Relationships: the Heartbeat of the Universal Banker URL: https://www.level5.com/insights/heartbeat-universal-banker Description: A new branch delivery model has emerged to deepen wallet share, reach more households, businesses and boost margins. What was born are Universal Bankers. Category: Member Experience Published: 2017-08-08 Technology hasn’t just required an upgrade in equipment, but a shift in employee skill sets. As American as apple pie. Community based financial institutions (FI’s) are the heart and soul of America. These locally­ owned and operated institutions are woven into the fabric of the communities we live in, work in, raise our families and build our lives. That building involves our careers, our hobbies and our futures. That future in large part depends on…money, investment and risk. The saying “It takes money to make money” is still…right on the money. Most of us are not born with the equity we need to see our hopes and dreams come true. We need money to finance our education, our houses, cars and businesses. We need equipment, tools, facilities and employees to make our lives work. The local community bank and credit union steps in to make all of this possible.   It is the reason they were created, and they fuel the economy and future. In order to serve, first we must adapt. In today’s changing consumer environment, where omni­-channel delivery is the norm, community banks and credit unions are also challenged with delivering services in a way that deepens their wallet share, household penetration and margins…so they can continue to fuel the American  spirit. The old way worked. In years past, that service was almost universally delivered the same way. A customer interacted with a “banker” in a branch across three feet of mahogany. Most interactions were transactional in purpose…check cashing, payments and order filling. The world had fewer channels for consumers to access financial resources and the delivery model…worked. No, it worked great! Automation is Everything! Times have changed. However, today we have smart phones, the Internet, and global mobilization thanks to technology. Routine components of all things financial are now automated. Checking balances, moving money, making payments and even loan applications are handled via smart phones, tablets, laptops, drive thru’s, and ATMs. Therefore, the purpose of the physical channel i.e. the branch has changed and with it the identity of the banker. Change didn’t happen overnight. But it still came fast. A 2014 study by Ernst & Young sheds tremendous light on what is happening, and what FI’s have done to adapt. The graph below shows consumer channel preference by banking task. The study found the more routine and automated the task, the more likely the consumer is to choose a “non­human” interfacing channel. However, the  more complex the interaction, the more likely the consumer prefers a physical channel…especially when it comes to sales. New skill sets emerged. Over the last decade, FI’s have been moving toward a different branch delivery model based on these preferences by consumers, so they can continue to deepen wallet   share, reach more households, businesses and boost margins. What was born are Universal Bankers who do so much more than the routine…they now educate, advise, and teach consumers as they discuss products, introduce experts and create deeper relationships with their customer or member in the process. In fact, NCR estimates Universal Bankers can handle up to 95% of customer requests; the remaining 5% are referred to subject matter experts. From “doer” to “partner”. The deepening of relationships with the customer is the key. Consumers today are becoming so much better at research and analysis, but they need help making decisions and choosing a partner. So, they’ll ask a friend or a thought leader, and then go and meet the people others also trust. How to grow your people. FIs can strengthen these interactions and introductions by following these steps as they develop their own Universal Bankers: Hire people who like people and are engaging. Customer engagement is a culture shift that moves away from transactions and toward conversations. Train the banker to ask questions. Educate the consumer before offering solutions. The Banker’s job is to listen first, and then speak from his/her wealth of knowledge or bring in experts…when needed. Invest in tools that automate routine activities and create margin for the banker to invest time with their customers. Scheduling tools, staffing models, cash handling equipment, ATMs, and   or Interactive Teller Machines (ITMs) are examples of such investments. Remove the barriers to the customer. Often this involves eliminating fixtures that separate the customer from the banker, but it doesn’t have to be radical. The key is the facilitation of the desired experience. Promote the community bank or credit union’s brand in the physical environment. Stay away from artwork and use flat screens and marketing materials to communicate your unique brand message. Promote your value proposition so the community and customer know what you are about. Why move in this direction? The answer…ROI. Community banks and credit unions that embrace this model often see dramatic results. According to FDIC reports, a community bank in the Southwest organically grew its assets from $1.0 billion to $3.5 billion in five years with this engagement model. Furthermore, NCUA loan and asset data prove a credit union in Tennessee grew its loan portfolio by 50% in four years and another in the Carolinas grew its book of business by over $100 million in a similar period. These are real results, from real financial institutions who have embraced the Universal Banker model ­- engaging customers in a new way…and there are more. Investment in people and creating an environment that fosters engagement can change cultures. And, that culture is about building relationships…the heartbeat of the Universal Banker. --- ## Branch Cost and Change Orders. Please, stop the Madness! URL: https://www.level5.com/insights/change-orders-design-build Description: There is perhaps no word more hated in construction than "change order". However, the battle against change orders begins earlier than you think. Category: Design / Build Published: 2017-08-01 The battle to lower branch costs begins earlier than you think. There is probably no more despised phrase in all of construction than “change order”. The phrase elicits thoughts of pain and suffering beyond measure. Imagine Dante’s Inferno, Nails on a Chalkboard, or Crying Babies on an all-day flight to nowhere! Maybe I went over the edge a little there, but for an owner (who is paying the bills), change orders can be more than a little unpleasant. What few owners know, or realize is that the battle lines against higher branch costs and change orders are NOT established after the design is produced, and the project is being bid. The fight for lower cost is won much earlier in selecting your project delivery method. Getting Low = Change Orders Most community banks or credit unions are accustomed to hiring an architect to design their branches or main office, and then bidding that project amongst qualified general contractors (GCs). Though this method is familiar, it is far from the most effective, and wrought with competing voices. Architects design without a clear understanding of costs. Furthermore, GCs only bid what they see in drawings. In the fight to get low (to win the work), GCs are forced to forget what they know. The strategy is to win the work, and then manage change to make a profit. Another option is available There is an upgrade available to this methodology – hiring both the designer and GC, simultaneously (under one contract) i.e. design-build. A large study completed by Penn State University compared different methods to deliver construction across the US. Their research uncovered projects using design-build had lower cost (over 6% in savings) and were completed 33% faster. Furthermore, projects using design-build (hiring one firm to design and construct) were also much less likely to incur cost growth (5% less) and schedule growth (11% less) – FEWER CHANGE ORDERS! Faster. Lower Costs. Fewer Surprises. Design-build was created to deliver projects faster by overlapping phases of design and construction. So speed to market deals with opportunity cost. The other key benefit is getting constructability input on the front end to nail down costs, schedule, and reduce as many surprises as possible. When we created our company 13 years ago, we had several options available to us. However, we chose design-build because we understood how important cost, quality and schedule are to community banks and credit unions. In fact, over our last $100 million in construction projects – encompassing 25 states – our change orders average less than 2.45%. Design-build delivery allows us to partner with our clients, not compete with them on costs. And that partnership is producing greater certainty and predictability to their business. Banking today is very different than in the past. Risk is everywhere. But you can quantify the ROI for Branching. --- ## Peoples Trust | Main Office – Houston, TX URL: https://www.level5.com/insights/peoples-trust-main-office Description: Peoples Trust FCU is positioning itself for today and tomorro with the design-build of its new main office in Downtown Houston. Category: Case Studies Published: 2017-05-24 Peoples Trust New Main Office in Downtown Houston Positions the Credit Union for the Future Peoples Trust Federal Credit Union is a $500 Million credit union in Houston, TX. The Credit Union’s beginnings are with Shell Oil. However, they expanded their charter to the City of Houston over a decade ago. As the oil and gas industry continues to change, and the Credit Union continued to flourish its lease was coming due. With the proposed rate increases and need for more space, the Credit Union faced large operating cost increases well above their current costs. The Credit Union’s headcount growth, and the rate increases required they seek the best long-term solution for the Credit Union. Ultimately, the Credit Union chose to relocate their main office to a new site in Downtown Houston. The selected site for the freestanding building is in an underserved area of the city, and required environmental site work to make it suitable for the building requirement. The LEVEL5 team worked through the permitting and containment of those materials to develop the new main office. The move to this facility not only gives the Credit Union a giant billboard, but also allows the Credit Union to substantially lower cost from rising rental rates and provide better community access. Furthermore, through our proven design-build process we were able to shorten the construction duration by over a month from the contract date! The facility focuses on efficiency and embracing the Credit Union’s legacy to its membership and community. But, there is so much more to this design-build story, so listen to what their team had to say how this new facility took shape! --- ## Southern Bank | New Main Office URL: https://www.level5.com/insights/southern-bank-main-office Description: Growth often puts pressure on a bank's back office support structure. Southern Bank's growth lead them to design-build a new main office. Category: Case Studies Published: 2017-05-10 Southern Bank Looks to the Future in its New Main Office Only 15 years ago, Southern Bank was a small community bank with less than $150 million in assets. Today, the Poplar Bluff, MO bank is approaching $1.5 billion via 35 branches across two states. Growth puts pressure on the main office, as discussed in previous articles. And that pressure calls for leadership to decide how they will position the Bank as it moves into the future. For Southern Bank, it became clear that they were outgrowing their current main office operations. Additional space was needed that not only met their needs today, but also tomorrow. Our team has partnered with the Bank for nearly seven years on the design-build of freestanding branches, micro branches and renovations, so when the opportunity arose to develop the Bank’s new 40,000 square foot main office, the team was already in place. A team that understood and resonated with the Bank’s brand message and skew toward technology and relationship building. A team that understood the Bank’s bias toward cost and schedule. The design-build of a main office is not a frequent event for most financial institutions, so having our LEVEL5 experts partnering with the Bank throughout the process truly resonated with the management team. The video story below tells the entire journey from the lips of the two bankers driving the process – Greg Steffens (President and CEO) and Kim Capps (COO). --- ## PriorityOne Bank Grand Openings URL: https://www.level5.com/insights/priorityone-bank-grand-openings Description: PriorityOne Bank, headquartered in Mississippi, held the Grand Openings for its two newest branches in Hattiesburg, Mississippi and Collins, Mississippi. Category: Case Studies Published: 2015-04-08 PriorityOne celebrates Grand Opening of two new branches! PriorityOne Bank, headquartered in Magee, Mississippi, held the Grand Openings for its two newest branches in Hattiesburg, Mississippi and Collins, Mississippi. Community leaders, dignitaries and customers at both events applauded the new open concept design as providing a new and unique experience that is found nowhere else in the Hattiesburg and Collins markets. The ”Bellevue” Branch in Hattiesburg is conveniently located at the intersection of Highway 98 and Highway 589 and is PriorityOne’s second location in Hattiesburg. The “Civic Center” Branch in Collins is conveniently located on the North bound service road of Highway 49, right next to the Collins Civic Center. This is PriorityOne’s second location in Collins as well and provides an additional, convenient, full service banking alternative for its customers in Covington County. Both branches feature dialog towers (kiosks/pods), waiting area with refreshment bar and flat screen monitors, a technology bar, 3 drive-up lanes and a dedicated ATM lane with night depository. PriorityOne relied on the design-build expertise of LEVEL5 to create the bank’s prototype branch of the future for these two locations. Rick Ivey, Regional Director for LEVEL5, stated “The open concept creates a branch environment that facilitates a greater level of personal customer service. The personal bankers are able to engage with customers without the barrier of a teller line, but still have space where they can have private conversations when the need arises.” Robbie Barnes, President and CEO of PriorityOne Bank said, “These new prototype branches offer a much more customer-centric environment utilizing dialog towers, which allow for more personalized interaction with the customer, as well as personal bankers who can help customers through every aspect of the banking process. This is a design that many banks are beginning to adopt and it provides a much more open feel for the customer as well as enhancing the overall customer experience.” John Mark Williams, Chief Operating Officer, stated “We have been very pleased with the work LEVEL5 did in the design-build of these branches. The open environment, technology enhancements, and the ability of our personal bankers to engage customers on a more personal level has enhanced the level of service we provide to our customers and these communities. Our customer’s response to the new look and feel has been extremely positive.” For more project images click – HERE! --- ## Commonwealth CU St. Matthews URL: https://www.level5.com/insights/commonwealth-cu-st-matthews Description: Grand opening of Commonwealth CU St. Matthews Branch is the credit union's first branch in Louisville - the largest city on Kentucky. Category: Case Studies Published: 2014-12-01 Grand Opening of Commonwealth CU St. Matthews Branch Credit Union’s first branch in Louisville, KY On October 21, 2014, Commonwealth Credit Union held the Grand Opening for its new St. Matthews Branch in Louisville, KY. This marks the third design-build project completed with its partner LEVEL5 since 2012 (Previous projects include branches in Georgetown and Lexington, KY). The St. Matthews Branch is the first branch project for the credit union in Louisville, the largest city in the state of Kentucky. David Young, Executive Vice President stated, “Our entrance into this vibrant area of Louisville is a huge win for our members. For years, our membership has desired a strong retail presence in Louisville, so they can better utilize our full range of services. This is a bold move for our Credit Union, Board and Membership and we are excited about growing our footprint in Louisville.” Karen Harbin, CEO of Commonwealth Credit Union added, “Our partner, LEVEL5, truly shined in structuring a complex deal and getting us into this crucial market, quickly. We are committed to our existing members and potential new members in the largest city in the state, which is long overdue. At Commonwealth, we definitely see our members differently.” The St. Matthews Branch mirrors the branded look and feel created with LEVEL5 and deployed in Georgetown and Lexington. Furthermore, the branch embraces dialog banking (no teller lines), and includes touch screen technology, video conferencing and sufficient drive thrus to best serve its membership, efficiently. Alex Rose, Chairman of the Board extolled, “Our design-build partners LEVEL5, do excellent work! I absolutely love the new St. Matthews Branch. The interior is so warm and welcoming, I know our growing membership in Louisville will enjoy it too.” To view more project images, click HERE! --- ## America’s First FCU | Bessemer Branch URL: https://www.level5.com/insights/americas-first-bessemer Description: America’s First FCU has awarded the design, construction and branding of its new Bessemer retail branch to Atlanta-based LEVEL5. Category: Case Studies Published: 2014-11-20 LEVEL5 Awarded Bessemer Project by America’s First FCU New Branch Marks Re-Investment in the Community America’s First FCU, headquartered in Birmingham, AL, has awarded the design-build and branding of its new retail branch to Atlanta-based LEVEL5.  The new branch will replace the Credit Union’s existing branch in Bessemer and will be constructed on the same site. Shirley Lochamy, Senior Vice President of America’s First stated, “We are extremely excited to be upgrading and re-investing in the Bessemer community. The membership in the Bessemer area has been a core part of our success and we are very excited to provide them with an updated branch facility that signals our long-term commitment to this area.” The Credit Union joined forces with the LEVEL5 design-build team to complete an analysis of the area and devise a long-term solution for Bessemer. The new branch will leverage the Credit Union’s past success in the community, and continue to provide strong resources for its membership’s financial needs in a new, state-of-the-art facility that will include a conference room, safe deposit boxes and a drive-up ATM. Furthermore, to avoid any disruption to the membership, there will be a temporary branch facility operating on the branch site throughout the construction process. Bill Connor, CEO of America’s First added, “Our Credit Union’s roots run deep in Bessemer and it is such a pleasure for us to serve them now and into the future. We anticipate this new facility being completed in the summer of 2015.” --- ## Redefining Growth at Wasatch Peaks Credit Union URL: https://www.level5.com/portfolio/redefining-growth-wasatch-peaks-credit-union Description: See how LEVEL5 delivered a bold reinvention of Wasatch Peaks Credit Union through strategy and design-build expertise that set it apart from its competition. Bold Reinvention. Impactful Results. Redefining Growth at Wasatch Peaks Credit Union The Challenge Bold reinvention is one of the qualities that really sets Wasatch Peaks Credit Union apart from its competition. A few years prior to engaging with our LEVEL5 team, a Wasatch Peak merger resulted in three distinct local credit unions becoming one cohesive credit union. This got the Wasatch Peak leadership team thinking about a much needed rebrand.  With its corporate office located in Ogden, Utah, just north of Salt Lake City, Wasatch Peaks knew that to compete with some of the largest, most established credit unions in the country, it had to stand out in a big way. That’s where we came in. When our collaborative partnership began, their specific goals were to:  create a new branch prototype identify new growth markets with strong loan and deposit potential optimize staff function enhance service delivery and the member experience, and foster membership engagement.  The Approach We’ve been leaders in this industry long enough to know that true and lasting transformation requires a comprehensive evidence-based approach. From the very beginning, Wasatch Peaks leadership fearlessly embraced partnering with our team to reimagine every aspect of its credit union to achieve their goals. We guided their team through each critical step of our process–strategy, tech blueprint, site selection, design and build, to put its prototype branch in Plain City on a path to predictable and sustainable growth.  Strategy In our discovery meeting, we explored which products and services the credit union wanted to offer and which markets they were interested in growing. We really tried to understand who they are now and who they want to be in the future. Through a geographical lens, we took a high-level view of the market. Specifically, we conducted a market matrix analysis to rank performance characteristics across the markets of their field of membership to identify those that warranted further investigation. Having been the industry leader in developing market strategies for financial institutions for over two decades, we know precisely which characteristics are most likely to foster growth. After that, together with Wasatch Peaks, our team did a deep dive into a few promising new markets. We explored everything from commuter patterns, product and service demand, technology preferences, staffing requirements, branch type, local demographics and more. We then put boots on the ground to confirm the insights that we had extracted from the data. We looked at everything from which grocery stores and major retailers were located within the specific trade area, to what the competition looked like in that area. We also explored how business was done and what the market demand would be for credit unions locally. In the final step of the strategy phase, we conducted a loan and deposit forecast to give the Wasatch Peaks team a reliable sense of what to expect regarding how much that branch could produce in terms of ROI forecasted out over a 10-year period. This allowed Wasatch Peaks leaders to accurately predict how long it would take to recover its startup expenses and earn money. Being able to accurately understand their true market potential equipped us to create a custom and actionable roadmap to support their vision and unlock their success at their Plain City prototype branch.  Tech Blueprint We asked the Wasatch Peaks team about how they envisioned serving members and supporting employees. With their vision in mind, we leveraged our understanding of core technology and our relationships with middleware providers to identify and implement cutting-edge solutions that truly optimized every aspect of their business. We introduced cash recyclers, digital signage, two-way video and other complimentary solutions to streamline operations and elevate member experiences. Our team validated integration timelines, delivery logistics, deployment and training and much more to automate and optimize certain processes to give staff the freedom to move beyond a transactional approach and focus on member service. Site Selection Relying on the focal points derived from the market analysis, we began the process of identifying, acquiring and purchasing the best site for the Wasatch Peaks Credit Union’s prototype branch in Plain City. We provided them with an “all-in” site acquisition cost and a single point of contact to guide them through the entire process. As we began investigating the market for the optimal site, we determined the best property for them wasn’t for sale. Our team veiled Wasatch Peaks’ identity throughout the process and seamlessly converted a ground lease to a purchase deal.  Design There’s a saying in the design world–design solves a problem, everything else is just decoration. Every single decision made during the design process promoted Wasatch Peaks’ vision and goals. Each choice was based on our evidence-based, holistic process. We totally reimagined the prototype branch. We did away with dark, compartmentalized, antiquated spaces and designed bright, open and modern environments that feel welcoming, flexible and a part of the community Build Prior to the partnership with LEVEL5, Wasatch Peaks had to manage the construction process themselves, so we were thrilled to show them the difference of working with a partner that acted as a true extension of their team. From the first idea to the final brick, we managed all the details, which put their leadership team at ease. Through 24-7 client portal access and consistent budget and schedule reviews, they got to focus on running the credit union. Results In the end, our team delivered a functional work of art that moved away from a traditional, transactional environment to a truly innovative, collaborative space for employees, members and the community. The results have been incredible. Since the prototype in Plain City, we’ve had the opportunity to collaborate with the Wasatch Peaks team on 7 different projects, which include the following: Plain City – new build – Plain City, UT HQ Building – major renovation – Ogden, UT Corporate Jr. Call Center – major renovation of Carl’s Jr. Building – Ogden, UT Roy branch – major renovation & minor addition – Roy, UT Pleasant View branch – interior renovation – Pleasant View, UT West Haven branch – interior renovation – West Haven, UT, and 12th Street branch – interior renovation – Ogden, UT. It’s been a joy to empower Wasatch Peaks Credit Union leaders on their journey to incredible growth. We’ve got more projects with them on the horizon, and we can’t wait to see Wasatch Peaks reach their full potential. ---