Besides identifying McLean as the ideal location in which we could expand the Northwest footprint in the area, the planning and forethought involved in the design of this new branch was centered around creating a truly member-focused experience.
That’s what Northwest is all about. We want to connect with our members and our community directly whenever possible. We want to eliminate any walls that might prohibit open conversations. We believe in full transparency.
Enter the open concept.
The McLean branch planning committee decided to remove wood walls and build office spaces with clean lines and all glass areas. Three glass offices were created: one for financial advising, and two for member service areas. These areas have a shared desk and a monitor on each side – one for the employee and one for the member – so the member can see everything on the Northwest monitor when they open an account or make a change.
“We wanted to eliminate barriers, literally and figuratively, like the teller line and high desk structures prevalent in traditional branch settings,” said Jeff Margeson, SVP Retail for Northwest. “Our members can see exactly what is happening as it is happening with a dual monitor set up and open concept design.”
This set up is conducive to face-to-face interactions, encouraging open conversations and allowing relationships to develop more naturally. One service area is ADA-compliant for our physically challenged population, and the open design allows tellers to work together easily as needed in the branch or for training.
These tenets were also taken into account in constructing the outside ATM. The all-aluminum structure provides a shine from reflecting light, creating added visibility at night. Well-placed security cameras in front and back heighten the inherent security features of this new branch.
“The other benefit to this open and transparent plan is that it gives the entire branch a higher level of security,” said Northwest SVP Operations Milly Cramer. “We want to make sure our members and our employees feel safe at all times by having a complete line of sight in branch operations and while using the ATM.”
McLean is a full-service branch conveniently located in a thriving strip mall at 1312-B Chain Bridge Road. Even the egress was a deciding factor in selecting the location; it sits on a corner that is easy to enter and exit.
McLean will be adding coffee stations so members can enjoy a hot beverage before or during their transaction. “It’s really a branch of the future,” said Margeson. “Previous branches of old were somewhat cold and institutional in their design, and it became cookie cutter in the industry.”
The McLean branch held its Grand Opening this past July to a cheering crowd, welcoming new neighbors and members into the comfortable and relaxed setting.
“If we want our members – and potential members – to feel comfortable, we needed to create the right environment for that,” added Cramer. “That’s what we’ve done.”