[Updated September 2025]
Every few years, someone proclaims that the branch is dead. But if you look around, especially at credit unions, the opposite is true: branches are evolving, not disappearing.
Yes, online and mobile banking are more popular than ever—9 out of 10 households use online banking, 4 in 10 use mobile banking, and more than half of all transactions now happen digitally. But when it comes to building trust, making big financial decisions, or getting personal advice, members still want the option to step into a branch and connect with real people.
Travis Credit Union’s “Financial Solutions Center”
A great example of this evolution is Travis Credit Union’s Financial Solutions Center in Vacaville, CA. This isn’t your typical teller-line branch. Instead, it’s an open, technology-rich space designed to give members choices:
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Six financial solution specialists are available to work one-on-one with members on everything from mortgages to digital banking tools.
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A tech bar with computers and iPads lets members explore online banking in a self-service way, with staff ready to help.
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Two advanced banking kiosks can handle everything from cash withdrawals (in any denomination) to transfers, bill payments, foreign exchange, and even new member enrollment.
The focus here isn’t replacing people with machines. It’s exactly the opposite. As Travis CEO Barry Nelson put it: “Our goal is not to replace people but rather provide more people-helping-people service. The technology here can handle the minutia and free our very highly trained people to engage with our customers and really meet their financial needs.”
The Big Idea: People + Technology = Stronger Service
This model shows how branches can be both high-tech and high-touch. Members who want quick, self-service transactions can use kiosks or mobile tools. Members who want expert guidance can sit down with a specialist. And members who aren’t sure what they need can do both in one visit.
It’s not about forcing people to go digital or keeping them stuck in old routines. It’s about giving members options—and ensuring that whichever path they take, the experience feels smooth and connected.
How Better Lobby Fits In
Better Lobby was built for exactly this type of branch evolution. Its modular tools help credit unions create a seamless member journey, whether in person, online, or both. Here’s how:
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Lobby Management: Keeps in-branch traffic organized so wait times are fair and transparent.
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Appointments: Lets members book online, by phone, or at the branch so they arrive prepared.
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Kiosks & QR Check-In: Streamline self-service check-ins without overwhelming staff.
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Dashboards & Reports: Give managers the data they need to spot trends, plan staffing, and measure campaign ROI.
These tools help ensure that technology enhances human service rather than replacing it. Staff spend less time juggling lines and logistics, and more time doing what they do best: building relationships with members.
Key Takeaway
Branches aren’t dead—they’re being reinvented. Credit unions like Travis are proving that with the right mix of technology and people, branches can become financial solutions hubs that members actually look forward to visiting.
Better Lobby helps credit unions take this step confidently—bridging digital convenience with the human connection that has always been the heart of the credit union movement.
The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Credit unions must absolutely embrace online and mobile technologies, but many experts contend that their battles for market share will not be won there. Much to the dismay of those who like to proclaim the death of the branch, most credit unions acknowledge that maintaining a physical presence in their markets is critical to their ability to continue building strong relationships with their members.
Case in point: Travis Credit Union’s new “Financial Solutions Center” in Vacaville, CA. Six “financial solution specialists” staff this new state-of-the-art branch and provide one on one service, or walk members through their many technology-based options for banking. Barry Nelson, president and CEO of the credit union stated that “our goal is not to replace people but rather provide more people-helping-people service.”
Key Takeaway: At Better Branches, we could not agree more with Mr. Nelson – for the past dozen years we have provided credit unions of all sizes with the software solutions that they need to efficiently manage branch visitors in person, over the Internet and via mobile devices. Helping credit unions improve member service levels is the reason that we are in business.