Navigating the dynamics of a credit union lobby can often be as complex as managing the financial needs of its members. In this bustling environment, managing member expectations isn’t just a courtesy; it’s crucial for maintaining harmony and efficiency. That’s where the Better Lobby Wall Display comes into play, revolutionizing how members interact with your credit union’s services.

The Better Lobby Wall Display isn’t just another digital sign; it’s a strategic tool designed to enhance transparency and communication in the lobby. By clearly displaying queue statuses, waiting times, and appointment specifics, it helps align member expectations with the actual flow of service, ensuring everyone in the lobby is informed and at ease.

Understanding the Wall Display

What Does the Wall Display Show?

The Wall Display serves as a visual communication bridge between members and credit union staff. At a glance, members can see:

  • Queue Status: Who is currently being served and who is next.
  • Waiting Times: How long each member has been waiting.
  • Appointment Details: Visibility of scheduled appointments versus walk-ins, which clarifies why some members may be prioritized.

Technology Behind the Display

The technology powering the Better Lobby Wall Display is designed to seamlessly integrate with the existing Better Lobby management system. It uses real-time data to update the display continuously, ensuring that the information presented is always current and accurate. This integration allows the display to automatically fetch and exhibit data without manual intervention, making it an efficient tool in managing the pace and flow of the lobby.

This system not only simplifies the check-in process but also keeps members visually informed, easing potential tensions and fostering a sense of fairness and order in the waiting area. Whether it’s a busy Monday morning or a slow Wednesday afternoon, the Wall Display keeps everyone in the loop, making wait times more bearable and services more accessible.

Benefits of the Wall Display

Transparency and Reduced Frustration

One of the primary benefits of the Better Lobby Wall Display is its role in fostering transparency within the credit union lobby. By providing a clear and continuous update on queue status and waiting times, it significantly reduces potential frustrations that arise from perceived inequalities or misunderstandings among members. For instance, when members can see that someone who arrived after them has an appointment and therefore is served sooner, it mitigates feelings of unfairness and prevents conflicts. This visibility ensures a harmonious atmosphere in the lobby, where every member understands their position and expected wait time.

Enhanced Member Satisfaction

Clear communication is a cornerstone of positive member experiences. The Wall Display enhances this by keeping members informed about their wait times and service status. This proactive communication helps set accurate expectations, which in turn reduces anxiety and dissatisfaction. When members are aware of their wait times and the reason behind them, it increases their patience and satisfaction, making their overall experience in the branch more pleasant and rewarding.

Streamlined Operations

From an operational perspective, the Wall Display is more than just an informational tool—it’s a strategic asset in lobby management. By openly displaying this information, the Wall Display assists staff in managing the flow of the lobby more effectively. Staff can quickly identify if a queue is becoming too long and adjust accordingly, either by reallocating resources or by prioritizing services differently. Additionally, this tool allows staff to preemptively manage member interactions, addressing concerns or questions about wait times before they escalate into issues, thereby maintaining a smooth and efficient operational flow throughout the day.

Overall, the Wall Display not only improves the member experience by keeping everyone informed and engaged but also enhances the efficiency of credit union operations, ensuring that both members and staff can enjoy a more streamlined and stress-free environment.

Customization Options

Privacy Considerations

Understanding the importance of privacy, the Better Lobby Wall Display offers several options for displaying member names in ways that protect their identities while still keeping the information useful. Members’ names can be partially anonymized in various formats such as showing only the first letter of the first name along with the full last name, the full first name with only the first letter of the last name, or using just the first few letters of each. These options ensure that while members can recognize their own status on the display, their full identities are not exposed to everyone in the lobby.

Display Customization

Credit unions have the flexibility to customize the Wall Display to better suit their specific operational needs and the preferences of their members. This includes choices in the layout of information, the color schemes used, which are often aligned with the credit union’s branding, and the specific data displayed. Each setting can be adjusted to highlight the most pertinent information, whether it’s appointment times, queue lengths, or service types, ensuring that the display is as informative as it is engaging.

A photo of staff of a credit union talking to a member, helping them with a service with a debt card. The better lobby wall display can be placed in credit union lobbies to communicate to members who is going to be served next, reducing conflict in the branch, and optimizing credit union's efficiency of serving members and improving member satisfaction.

Real-World Impact

Case Study: Preventing Conflicts

In one notable instance, a credit union reported a dramatic decrease in lobby conflicts following the installation of the Better Lobby Wall Display. Prior to its implementation, misunderstandings over queue positions occasionally escalated to the point where law enforcement intervention was necessary. However, with the transparency provided by the Wall Display, members became more understanding of their wait times and the presence of scheduled appointments, significantly cooling tensions and creating a more orderly environment.

The manager of the credit union stated: “The Wall Display has been a game-changer for us. It’s not just a tool for information; it’s a peacekeeper. Our members are calmer and more informed, which makes everything run smoother.”

This testimonial and real-world applications highlight the significant positive impact that the Better Lobby Wall Display has on enhancing the operational efficiency and member satisfaction in credit union lobbies.

A screenshot of Better Lobby wall display. The wall display on a smart tv, computer, or tv enables credit unions to show who is in line, in the queue. The screenshot shows the visitor's name, arrival time, waiting status, and if they had an appointment.

Implementation Guidelines

Steps to Install

Integrating the Better Lobby Wall Display into your existing setup is straightforward. Start by ensuring that your current Better Lobby system is up to date. Following this, the Wall Display can be connected to your system with minimal technical requirements. Installation involves setting up the physical display (TV with internet connection, smart TV, computer with monitor) in a location that is visible to both members and staff, and configuring it through your Better Lobby management software. This process includes connecting the display to your network and ensuring it synchronizes correctly with your live data feed.

After the module is installed the wall display is accessed with a link, allowing you to display the wall display on multiple places in the lobby. Better Lobby licenses per branch, so you only pay one price per branch, allowing you to have as many wall displays setup as you would like.

Training for Staff

Proper training is essential to maximize the effectiveness of the Wall Display. Staff training sessions should cover how to interpret the information displayed, how to explain the system to members, and troubleshooting common issues. Emphasize the importance of using the display to enhance member communication and reduce potential conflicts. Regular refresher courses can also be beneficial, ensuring that all team members are comfortable with any updates or changes to the display system.

Key Takeaways

The Better Lobby Wall Display is more than just a digital board; it’s a comprehensive tool designed to enhance transparency and communication within credit union lobbies. By clearly displaying queue statuses, waiting times, and appointment details, it helps reduce member frustration and prevents potential conflicts. Moreover, its customizable features ensure that each credit union can adapt the tool to meet their specific needs while maintaining member privacy.

This innovative tool not only streamlines operations by providing real-time lobby data but also significantly boosts member satisfaction by keeping them informed and engaged. Implementing the Wall Display in your credit union can lead to a more organized and peaceful lobby environment, enhancing the overall member experience and positioning your institution as a forward-thinking, member-centric organization.

 

To see how the Better Lobby Wall Display can transform your credit union’s service delivery, contact us today to schedule a demonstration. Discover firsthand the difference clarity and transparency can make in your daily operations.

Request a Demo of Better Lobby Wall Display