La Macchia Group

Over the years, the financial industry has transformed with digital innovation and evolving member expectations. While fintech and digital banking have surged, physical branch locations remain vital. Credit unions must balance technology and human interaction in their branching strategy, shifting layout, digital tools, identity, and member engagement.

As credit unions plan for 2025 and beyond and assess their space needs, I spoke with Josh Schoenemann, VP of Design, to discuss the latest trends and technologies. I start with data. Data-driven designs are what credit unions need in order to deliver what members are seeking.

With the significant shifts to digital banking over the past decade, many credit unions find themselves reassessing the role of the physical branch. However, digital banking does not reign supreme for all services. Members continue to choose the branch despite having access to digital services, largely because it’s easier.