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What makes this CU branch a ‘Fab Facility’? It's More Than Meets the Eye

Posted by Laura Ory

February 22, 2018

What branches are turning heads in 2018? Utah First's new branch, for one.

In the January issue of CU Management Magazine, DBSI’s Branch Transformation for Utah First FCU was featured as one of four Fab Facilities that are reinventing the branch experience:

“Even in today’s world filled with digital financial services, in-person branches still are a way for credit unions to connect with members, fortify loyalty and showcase their brands. . . There’s no single right answer in branch design, and each of these facilities is as different as the CU itself.”

Utah First’s South Jordan branch opened in July with a makeover designed to draw attention, from the building placement (angled for maximum visibility) to the illuminated outdoor and digital signage, and vibrant colors.

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But this Branch Transformation wasn't just about having a bright and shiny new building. The true Transformation—also featured on the CUES blogwas possible with the right staff training. 

To enable the new open concept branch, the credit union decided to implement a universal associate model and cross-train their financial experts.

“The people aspect can sometimes be overlooked and left to chance,” said Darin Moody, CEO of Utah First FCU, to CUES. “When this happens, the transformation (or technology) can often fail, as people revert to their old ways.”

To ensure a successful Transformation, Utah First utilized DBSI’s Delivery Defined training program to give their staff the tools they needed to make their Transformation intentions come to life and put their vision into action.

Read more about Utah First’s Branch Transformation and how Delivery Defined helped their staff create a new member experience in South Jordan, Utah:

Four Fab Facilities | CU Management Magazine

Staffing a New Branch in the New Year? | CUES Skybox Blog

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We help financial institutions break the mold and improve their branch profitability and experience. And we openly share our knowledge rather than tuck it away for some secret strategic advantagea reason many of our clients come to us. This blog is our opportunity to write, teach and speak about what we do, and what we see happening across the banking industry.

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