FirstOntario Credit Union

Renovations + Rollouts / Strategy → Design → Interiors / Multiple Locations

The Challenge

FirstOntario Credit Union (FirstOntario) decided to expand their branch network.

The Journey

This led to a 10-year engagement with NewGround to develop and execute a branch strategy focusing on the universal banker concept, where bankers are free to move about and perform both teller and member service tasks.

The Destination

This concept, together with cash recyclers and a groundbreaking remote teller system, made branches maximally efficient while improving the overall member experience. As for overall look and design, the goal of each branch was to set a tone for extraordinary service. A concierge, complimentary coffee and branch tours, and comfortable waiting spaces all helped achieve this goal as well.