Why First Impressions Matter: Creating a Smooth Lobby Experience for Credit Union Members
When members walk into your credit union, their first interaction sets the tone for their entire visit. Whether they’re opening an account, applying for a loan, or asking a quick question, their first impression is shaped by how easy—and welcoming—it is to get started.
That’s why an efficient and well-managed lobby experience is essential.
At Better Lobby, we work with credit unions of all sizes that want to make sure their lobbies run smoothly while keeping the member experience personal and warm. Before diving into kiosk options or high-tech upgrades, it’s important to take a step back and ask: Are we making it easy for members to get the help they need?
Start with the Basics: Clear, Organized Check-Ins
A successful lobby experience begins with making check-in simple. Members should know where to go, how to get in line, and what to expect.
Without a clear check-in process, your lobby can feel chaotic—especially during busy times. Members may feel uncertain, staff may feel overwhelmed, and wait times can increase quickly.
Better Lobby helps solve this by providing an organized, visible system for check-ins—so both staff and members know who’s next, who’s waiting, and where help is needed.
Why It’s Time to Rethink Traditional Sign-Ins
Many credit unions still rely on verbal sign-ins or paper logs. This might seem personal, but it’s also slow, inconsistent, and hard to manage when multiple members arrive at once. Over time, it creates bottlenecks—and frustration.
What today’s members really want is:
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A sense of control over their visit
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Confidence that they’ll be served fairly
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A fast, friendly way to get started
Preparing for the Future of the Branch
As digital channels grow, branch visits have become more intentional. Members come in for meaningful interactions—not just deposits. That means every minute they wait counts.
By modernizing your lobby experience with clear signage, streamlined check-ins, and a tool like Better Lobby, you make every visit more productive for both members and staff.
A Foundation for Self-Service Kiosks Success
Once you’ve optimized your in-branch experience, you’ll be in a great position to explore more advanced options—like self-service kiosks and QR code check-ins.
In our next post, we’ll break down the pros and cons of self-service kiosks vs. traditional check-ins, and help you decide what’s right for your credit union.
Self-Service Kiosks vs. Traditional Check-Ins
Credit unions are always looking for ways to improve service while keeping operations efficient. One major decision they face is whether to stick with traditional check-ins or upgrade to self-service kiosks. A lobby management kiosk can speed up check-ins, improve staff productivity, and enhance the member experience.
With Better Lobby’s Self-Service Kiosk and QR Code Kiosk, credit unions can offer faster, more convenient check-ins that free up staff while keeping service personalized. But is a self-service kiosk the right choice for your credit union? Let’s compare the benefits of each method.
Efficiency and Speed
Self-Service Kiosks: Self-service kiosks allow members to check in quickly without waiting for staff assistance. With Better Lobby’s QR Code Kiosk, members can scan a code and enter their details on their own device—no need to touch a shared screen. This speeds up the check-in process and keeps the lobby moving efficiently.
Traditional Check-Ins: Traditional check-ins often require a staff member to manually record visitor details, which can slow things down, especially during busy times. If multiple members arrive at once, this can lead to long wait times and congestion.
Winner: Self-service kiosks make check-ins faster and more convenient.
Member Convenience
Self-Service Kiosks: Members have the flexibility to check in using a kiosk device provided by the credit union or their own phone with the QR Code Kiosk. They don’t have to wait in line or rely on staff availability.
Traditional Check-Ins: Some members may prefer a face-to-face check-in process, especially if they are unfamiliar with technology. However, this method depends on staff availability, which can lead to inconsistencies in service speed.
Winner: Self-service kiosks offer greater flexibility, but traditional check-ins may still be useful for members who prefer in-person interaction.
Staff Productivity
Self-Service Kiosks: By automating check-ins, kiosks free up staff to focus on member service instead of handling sign-ins. This is especially beneficial during busy periods, allowing employees to assist with more complex inquiries.
Traditional Check-Ins: Staff must manually check members in, which takes time and prevents them from focusing on higher-value tasks like opening accounts, processing loans, or providing personalized service.
Winner: Self-service kiosks allow staff to work more efficiently.
Hygiene and Safety
Self-Service Kiosks: Better Lobby’s QR Code Kiosk allows members to check in without touching a shared screen. This minimizes health concerns related to public touchscreens and provides a more hygienic experience.
Traditional Check-Ins: Staff handle member interactions directly, which can increase the spread of germs, especially during cold and flu season.
Winner: QR Code Kiosks offer a safer and more hygienic option.
Queue Management and Transparency
Self-Service Kiosks: Once a member checks in using a kiosk, their place in the queue is automatically tracked. This eliminates confusion and ensures that everyone is served in the correct order.
Traditional Check-Ins: Staff must manually keep track of who arrived first, which can lead to miscommunication and potential disagreements among members.
Winner: Self-service kiosks create a more organized and conflict-free waiting experience.
Cost and Resource Efficiency
Self-Service Kiosks: Better Lobby offers a flexible kiosk solution—credit unions can provide their own kiosk device or use only the QR Code Kiosk to minimize equipment costs. This allows credit unions to reduce expenses while still improving service.
Traditional Check-Ins: Traditional check-ins require more staff time, which increases operational costs. Over time, manual check-ins are less cost-efficient than an automated system.
Winner: Self-service kiosks help credit unions save money and optimize resources.
Final Comparison
| Feature | Self-Service Kiosks | Traditional Check-Ins |
|---|---|---|
| Speed | Fast & automated | Slower, staff-dependent |
| Convenience | QR Code option, no waiting | Requires staff interaction |
| Staff Productivity | Frees staff for other tasks | Staff must check members in |
| Hygiene | Contact-free with QR Code | More physical interaction |
| Queue Management | Automated, no confusion | Manual, risk of errors |
| Cost Efficiency | Lower long-term costs | Higher labor costs |
Better Lobby’s Self-Service Kiosk and QR Code Kiosk provide a faster, safer, and more efficient way for members to check in. Credit unions looking to enhance member experience and optimize branch operations should consider upgrading to a modern lobby management system.
Conclusion for Self-Service Kiosks
For credit unions that want to reduce wait times, improve efficiency, and offer a seamless check-in experience, self-service kiosks outperform traditional check-ins in almost every way. With features like QR Code check-ins, automated queue management, and better staff productivity, self-service kiosks are the future of lobby management.
If your credit union is ready to modernize its lobby, Better Lobby’s Self-Service Kiosk and QR Code Kiosk provide the flexibility and efficiency you need. Contact us today to learn how we can help your credit union streamline member check-ins!