Branch case study

Sandia Area Federal Credit Union

Rio Rancho Branch Prototype | Design Build

the goals

A branch transformation that brings an operational shift. As everyday transactions shift to digital channels, Sandia Area is redefining its branch experience as a consultative, relationship-focused environment.

Project Background

Sandia Area is one of the largest credit unions in New Mexico, with a strong reputation for service and community connection. As the organization continues to grow, its leadership has made intentional investments in modernizing the workplace and member experience to better serve both employees and members.

That effort began with the transformation of Sandia Area’s headquarters in 2024, which brought staff together under one roof and reflected a renewed focus on collaboration, culture, and employee support. In a continuing partnership with Momentum, the credit union turned its attention to the branch network, aiming to create spaces that better reflect their values, meet evolving member expectations, and support a more engaging and unified service model.

The Rio Rancho branch — one of Sandia Area’s most legacy and traditional branches sitting in a developing and growth market — was selected as the first site to implement this new vision. The project marks a major milestone in the credit union’s broader strategy to align physical spaces with their mission and strengthen their presence in the communities they serve.

Developing a Prototype

Sandia Area and Momentum partnered for a multi-session strategic workshop and design charrette to kick off the project. These sessions clarified Sandia Area's core goals: a modern, welcoming space that reflects New Mexico's landscape and culture; a consultative, high-touch member experience; an environment that enables employees to grow and thrive; and cohesive brand elements that carry across the branch network.

Our team translated this into a flexible "kit of parts" including elements like a welcome station, quick-serve area, active waiting zones, a digital merchandising wall, a community room – delivering an environment that can facilitate building connections with members.

This process culminated in a prototype handbook, a comprehensive design strategy document that sets a consistent standard and streamlines the design process for branches going forward starting with the Rio Rancho branch redesign.

Opening Up the Space to Members, Staff, and the Iconic Landscape

The Rio Rancho branch location felt closed off and dated. Members entered through a narrow corridor, flanked by private offices with solid walls and a teller line behind bulletproof glass. According to Rachael Garcia, Sandia Area's Senior Vice President of marketing, "You never saw anyone. You had to walk halfway into the branch just to find out if we were open."

Now, that space is filled with natural light and presents a welcoming atmosphere. Walls came down, glass went up, and the layout opened to invite transparency and connection. Members are greeted as they walk in. Offices have visibility. The dramatic plate glass window that once sat unnoticed now frames a view of the Sandia Mountains, becoming a focal point and a literal reflection of Sandia Area's name and identity. The branch also incorporates custom art tied to local high school mascots, images of New Mexico's landscape, and subtle nods to the area’s community identity.

Serving Members and Empowering Staff

While the visual changes are striking, it's the operational and cultural shifts that will have the most lasting impact. The old model fragmented tellers and specialized branch staff, separating them from members and leaving the members confused about who could help them. The new open layout supports a universal associate model that breaks down barriers between members and staff and empowers staff to help with any issues a member brings in the door.

"Now it's a consultative, conversational environment. We're not just doing transactions – we're helping members with their first car loan, their first business account, their family goals," said Garcia.

This new branching model creates a much deeper connection between members and staff.

“As our members grow and move through their life, and as they bring their children and grandchildren it’s important that our branch spaces create a space that fosters generational loyalty.” said Kevin Todd, President and CEO of Sandia Area. “We’ve developed this new prototype and are updating our branches to enable lasting connections so that our members will always encounter a consistent experience that becomes synonymous with Sandia Area.”

The increased scope and responsibility of the staff’s role in delivering this new member experience makes their work significantly more dynamic and rewarding.

"It's a career path now. Our employees feel pride in their work and their workspace," said Garcia.

Back-of-house spaces also received a major upgrade. Staff now have a functional and attractive break room, a quiet room for calls or new mothers who need a private space, and dedicated areas for heads-down work.

"They deserve it," Garcia added. "This space respects the work they do and the time they spend here."

A True Community Hub

The Rio Rancho branch also introduces a flexible-use community room, accessible from the lobby even when the branch is closed. Momentum designed this space for member education on an array of financial topics as well as to support nonprofits and small businesses. Members are able to reserve the space for meetings or gatherings — a new way Sandia Area is extending its reach as a local partner providing tangible support to the community.

Sandia Area began receiving requests for use of this space before the branch even opened, and it will be a useful resource for the local business and nonprofit community.

Our credit union design build services on this project included:

Brand Activation, Design Build, Branch Network Strategy, Prototyping, Branch Tech

Branch Technology Integration

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Design-Build

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Branch Experience Design & Prototyping

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Location Intelligence & Branch Network Strategy

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Brand
Activation

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Confidence in the Process

Throughout the design and build, Garcia emphasized the amazing level of confidence her team felt working with Momentum. "It was exactly what they said it would be, from the hand sketches to the renderings to the final build. It is impressive – they delivered more than we expected.”

Momentum's proactive communication, especially during the branch's temporary relocation to a temporary branch in the parking lot, helped avoid disruption. "We didn’t get a single negative comment. Our members were patient, and our staff felt supported every step of the way."

Looking Ahead

With the Rio Rancho branch complete, Sandia Area and Momentum are already moving forward with the next location. The prototype design standards created through this process will guide their branch development over the next 18 to 24 months. Each will reflect the values of approachability, warmth, modern professionalism, and local authenticity.

With this branch, Sandia Area has established a new baseline for what future locations can look and feel like—spaces that reflect their brand, meet their members’ evolving needs, and support their teams with thoughtful design. The Rio Rancho renovation is not only a success on its own terms; it signals a scalable future for Sandia Area’s branch strategy.

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