Designing a Scalable Branch Experience for a Zero-Transaction Future

The Scenario:

When Empeople Credit Union looked across their growing Maine footprint following an acquisition, credit union leadership saw more than a collection of lightly updated branches. What took shape instead was a compelling opportunity to redefine the role of the branch itself and amplify the credit union’s presence in key growth markets. With transactions continuing to migrate to digital channels, Empeople recognized that the future of the branch would not be transactional, but relational.

The challenge was to translate their future-focused vision into physical spaces that could support a low- to no-transaction approach, while also addressing a network shaped by inherited conditions, legacy layouts, and varying levels of investment. Empeople would need a branch model that did more than look modern. Branches would need to function differently, scale across geographies, and signal a shift in how the credit union shows up for their members and markets.

The Solution:

Partnering with Adrenaline, Empeople set out to create a new branch experience starting with a prototype in Bangor, Maine. This test-and-learn environment was designed to help reset expectations for how the ideal branch feels and functions. Rather than spotlighting transactions, each space would be reimagined as a connection hub centered on consultation, education, and engagement. Transactions remain supported, but they no longer define the branch. Concierge pods, self-service technologies, and flexible meeting spaces work together seamlessly to encourage deeper conversations and stronger relationships.

To support a rollout across multiple locations and investment levels, Adrenaline developed a modular kit of parts that allowed Empeople to deploy the brand consistently across their branch network despite varying investment by branch tier. Whether through major renovations or targeted refreshes, this approach would preserve existing assets and focus investments where they would have the greatest impact. The outcome was a clear, repeatable approach that brings brand continuity to a diverse branch network while allowing each location to evolve at its own pace and reflect the local values that have made the credit union a trusted community partner for decades.

The Story:

The transformation began with the Bangor prototype, a major renovation of a net new site that would establish a template for Empeople’s branch experience. 

This location replaced a nearby legacy branch and allowed the credit union to fully embrace a dynamic consultative operating model, supported by a seasoned team that could readily adopt the shift in how the branch would deliver for members. 

From there, Adrenaline supported Empeople through a combination of branch design, construction, and targeted refreshes, tailoring the level of intervention to each location while maintaining a consistent experience standard. 

The kit of parts model – where standardized components are created for consistency while allowing for localization and budget differences – was deployed across four additional Maine locations, each tailored to its unique context while reflecting the core experience Empeople wanted to deliver. 

Digital signage was integrated across the network to support communication, education, and in-branch engagement, reinforcing the shift toward a more consultative, member-focused environment.

In Biddeford, Maine Adrenaline led a major renovation of a historic building, addressing structural challenges to accommodate modern banking requirements while preserving the character of the space. 

The Westbrook, Maine location was a traditional, transaction-heavy branch needing to be reworked to reflect Empeople’s future-focused operating model. This renovation included exterior modifications and the removal of an oversized teller line and vault, in favor of a smaller concierge pod, self-service technology, and conversation-driven spaces.

The Portland and Scarborough, Maine branches required few footprint changes, shifting the focus to doing more with less. These branches had strong underlying layouts, with workable flow and an appropriate number of offices, allowing the Adrenaline team to avoid major construction and apply a refresh approach.  

Existing millwork was reskinned, notable architectural features like exposed beams and stone accents were preserved and reused in the branch design. Finishes, furnishings, and environmental graphics were renewed using the Empeople kit of parts.  

This approach brought both locations fully in line with the prototype experience while keeping the branches open throughout construction, with most work completed during off-hours.

Across all five locations, the branch experience centers on a collaborative engage zone that emphasizes hospitality and accessibility. Flexible-use offices with clear sightlines to shared spaces offer adaptability for a range of conversations, from quick check-ins to more in-depth financial planning sessions. 

Comfortable seating and informal meeting areas reinforce a welcoming, human-focused atmosphere that encourages connections rather than transactions.

Throughout all of the branches, brand expression plays a central role in shaping the modern member experience. The interiors reflect a streamlined aesthetic grounded in neutral tones, warm wood finishes, and deep greens as a calm backdrop for Empeople’s more vibrant brand accents. 

Market-specific photography celebrates local communities and Maine’s natural beauty across all four seasons, reinforcing a strong sense of place while subtly echoing the brand’s color palette.

What began as a single prototype has since evolved into five distinct design applications, ranging from major renovations with exterior modifications to targeted refreshes. 

The credit union now has a cohesive, multi-location branch network that reflects how Empeople shows up for their members today and how they will serve them in the future.  By shifting the branch from a place of transactions to a place of connection, Empeople has created an environment that supports deeper relationships, stronger conversations, and lasting community impact. The result is not just a refreshed set of branches, but a flexible, future-ready platform designed to grow alongside the credit union and the members it serves.