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Community Matters - Update: User Scenarios and Pitch, 1/22/17

Bringing the Credit Union into community spaces for coffee, conversations and tech assistance as a bridge to build trust.

Photo of Bettina Fliegel

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Who is your idea designed for and how does it support the dreams and obligations of those 50 and older?

Communities can support their members 50 and older by partnering with Credit Union "Pop Ups" where folk can meet professionals, learn, and discover resources that can support one's financial future. Creating regular opportunities for folk to bump up against respectful credit union professionals, during activities of daily living, might serve as a bridge to build trust in this institution and it's services. Connecting to new found resources can serve to support one's dreams and obligations.
How might we bring together community members and credit unions, so that information can be shared, trust built, and good will promoted?  

                                           "Community Matters"

                               Local Credit Union Pop Up Events


User Scenarios                                                                                                                                    What Spaces Within Communities Might Serve as Pop Up Sites?                                        Who Participates?                                                                                                                             What Happens At Pop Up Events?  

Elevator Pitch                                                                                                                                 Scalability                                                                                                                                         Measuring Impact                                                                                                                             Next Steps                                                                                                                                                                                                                                               ________________________________________________________________________________________

USER SCENARIOS  (See attachments - 1/22/17)

Scenario 1 - Ana

Scenario 2 - Sasha


1.  Farmer's Markets   

Imagine the following booth at your local farmers market:  
"Community Matters" - Enjoy a rest from shopping while enjoying conversation and coffee with neighbors, and discover services that may benefit your financial well being!  Sponsored by your local Credit Union.

Imagine that this booth has tables, chairs and an umbrella.  One can sit and rest in the shade, enjoy a drink, meet others while learning about services and products offered at their local Credit Union?  

I often see folk sitting on curbs in the urban farmer's markets in my city.  Wouldn't it be great for older folk to stumble upon a place to sit, rest and learn with others, to build a more secure future?  

For those that would like to speak one on one with a CU rep might they be invited to take a number, have a coffee, and sit and chat with neighbors, while waiting?

Might Pop Ups also address some of the tech support needs of current CU members?  Can they serve as spaces to learn how to use digital products?

2.  Hair Salons 

Salons are spaces frequented regularly by some women.  Some are locally run businesses.  Might a local business owner partner with a CU to host a Pop Up?  Might an owner be a CU member and be motivated to support this effort?

3.  Laundry Mats

Laundromats are community places where people spend a few hours at a time, some of which is down time.  Might this be a good space to host a regular Pop Up?

4.  Public Libraries 

Might they designate a table for regular CU Pop Up - Learning Circles?  

5.  Community Affiliates of Credit Unions 

Might their lobby spaces be places to host Pop Ups?

6.  Hardware Stores

A place where some visit frequently.  Might a hardware store be a good partner for a Pop Up, particularly for Credit Unions that support Maker Spaces?

7.  Local Businesses Whose Owners are Credit Union Members

Local business persons might be motivated to support their customers by hosting a Credit Union Pop Up.   Possibilities: Restaurant, Cafe, Retail Store 

8.  Houses of Worship

Often there are social committees that organize events that are for the benefit of their members.

9.   Local Sport Fields

Extended families may congregate together at local parks for neighborhood team sporting events.  Might this be an opportunity for a CU to do outreach, support local sports and create a Pop Up?

What Spaces In Your Community Might Be A Good Fit For This Idea?

Who Participates?

  • Local Community Members who "find" an event spontaneously during their day.
  • Credit Union Representatives
  • Credit Union Member Ambassadors -  Members will be asked to volunteer at events as ambassadors.  They can share experiences using products and services and stories of success. They can invite neighbors to events.  
  • Incubators and Maker Space Member Ambassadors hailing from clubs associated with the credit union.  They can share the benefits of club membership  doing outreach with neighbors to promote the club. 
  • Current Credit Union Members who need tech support.  These members follow date and location of Pop Ups on the Credit Union website, and in the newsletter, so that they can access support in their communities at their convenience.

What Happens At Credit Union Pop Ups?

I.  Sharing of information

A.  What Products and Services does the Credit Union offer?

  • What are the Checking and Savings plans?  How do they differ from those offered at banks?
  • What digital tools are offered?  How might they promote savings? 
  • Does the Credit Union support business or entrepreneurial opportunities for folk 50+?  How?  Incubator?  Maker Space?

B.  In addition to supporting their own services might this be an opportunity for Credit Unions to share information regarding public services available to community members that are related to one's financial health?

  • Example:  In NYC there is a program to provide free tax prep for low income individuals.  This service is extremely underutilized.  The city is working to increase visibility so that more people can benefit and save.  

C.  How To...

  • How to Use an ATM - Demonstrations with Video and Paper Models
  • How to Use Online Banking - Demonstrations and promotion of tools to assist in using online banking.  Video, and online tutorials etc.
  • How to Use a Credit Union sponsored app that promotes savings

II.  Tech Assistance for Current Credit Union Customers

  • An opportunity for current customers to stop by and ask questions about particular digital products.  

What early, lightweight experiment might you try out in your own community to find out if the idea will meet your expectations?

Create a post card announcing a Pop Up event. Bring cards to a local cafe or laundry mat and share with a few customers. Engage them in conversation to get feedback.

What skills, input or guidance from the OpenIDEO community would be most helpful in building out or refining your idea?

It would be great if someone in the community, maybe a credit union member, would like to try this idea out! Assistance in designing a post card or brochure, and a poster that can be used to advertise the idea.

Tell us about your work experience:

I am a physician/pediatrician with clinical, administrative and teaching experience. My practice has been focused on serving children and families in underserved communities in New York City. Prior to grad school I worked in a research lab doing work in the field of cancer research.

Please check all that apply:

  • I'm not currently involved in a credit union, but am curious to learn more!

This idea emerged from

  • An Individual

How would you describe this idea while in an elevator with someone?

Community Matters is a new community focused CU initiative designed to make it inviting and easy for neighbors, age 50 - 65, to find and engage with us. Creating opportunities in community spaces to greet and converse with potential and current customers is the plan. The goal is that one may discover products and services and access support that will assist in creating a secure financial future.

How might your idea be transferable to a large number of people?

If a pilot is successful in expanding the target customer base for one credit union the idea can be shared via professional organizations, networking within the credit union community. Each community can determine what spaces are best suited for community engagement. Partnering with local or national organizations and businesses can lead to scalability. ex) Public libraries, Community Social Service Organization like a YMCA, Farmers Market Coalition

How do you plan to measure the impact of your idea?

Do Surveys I. Survey new credit union customers within the target age group: Did they engage with representatives at a community Pop Up prior to enrollment? If yes, did engagement influence their decision to join the credit union? If yes, in what way? II. Survey CU customers on their use of CU specific products/services: Apps, Online banking, Business incubators. Is their use of services facilitated by, or improved by, interaction with "Community Matters"?

What are your immediate next steps after the challenge?

1. Identify local credit unions. 2. Identify Credit Unions associated with local service organizations. Why? An associated organization might serve as a Pop Up location. Also, this might present an opportunity to engage with potential Community Matter users, to discover what ideas they have for other Pop Up locations to best serve their community's needs. 3. Discuss the Idea with a CU. 4. Discuss partnering for a pilot of the Idea.
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Attachments (2)

User Scenario 2 - Sasha.pdf

Sasha shops at her local farmer's market and sees a sign inviting her to take a break from shopping to rest and have coffee. Curious she checks it out and finds a Credit Union Pop Up Event!

User Scenario 1 - Ana.pdf

Ana goes for her regular hair salon appointment and finds a Credit Union Pop Up Event!


Join the conversation:

Photo of Freddy Shimabukuro

Hi Bettina Fliegel  I find your idea great. Bringing seniors and CU staff to advice them in a common friendly ground which opens for possibility of many other types of businesses. Really hope to see your idea being implemented by a CU :)

Photo of Bettina Fliegel


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