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Discover Increases
Equity in Local Community

Discover Increases Equity in Local Community

Abbie Linek

April 25, 2023

When nationally-recognized digital banking and payment service company, Discover, planned to open a new Customer Care Center, they knew they wanted it to be located in a city where it would make the most significant impact.


Discover’s investment in Central Ohio began 35 years ago with their original facility located at the Eastland Mall, located in eastern Central Ohio. With an approximately 2,100-strong workforce currently in the region and its longtime commitment to the community, the decision for Discover’s new Customer Care Center made itself.


With the help of ms consultants, Discover was able to find a location in Whitehall, Ohio, a historically underserved community. The team then begins the renovations, which are planned to be completed by 2024.


The new Whitehall Customer Care Center will be one of Discover’s five 100% U.S.-based centers and will include a public community center. This center is a part of Discover’s strategic site selection approach, which “seeks to enhance high-quality employment opportunities and increase equity in the communities in which it operates.” Discover has committed to hiring employees from Whitehall and surrounding communities, giving these residents potential job opportunities closer to home. As said by Dennis Michael, the Senior Vice President of Operations Transformation, U.S. Cards at Discover, “investing in Whitehall and bringing jobs to communities that need them most is good business.”


Along with providing job opportunities for the City of Whitehall and surrounding communities, the new center aims to benefit the community. Dennis Michael said, “this move allows us to focus on community development, offer incremental jobs, tap into new and more diverse talent, and support local businesses.”


Local small businesses will also be positively impacted by the center. With the influx of people living and working in the area growing, these small businesses will see an increase in foot traffic and customers. Discover has also made a commitment to be a good neighbor to the city and supports various local nonprofits, both financially and through volunteerism.


Since the beginning, ms has been working hand in hand with Discover to bring their vision of building a community-centric Customer Care Center to life. To keep the process organized and moving smoothly, we followed a specific set of steps to ensure nothing was overlooked.


  1. Facility Scan/Survey: To begin the process, we started by helping Discover choose a location. After narrowing it down to three locations, Discover selected a building on Broad Street in Whitehall. ms then completed a 3D scan of the 103,000-square-foot building using the Faro System. This scan gave ms architects highly detailed images of the building and the specific measurements they needed to begin the design process.
  2. Design Development: Using the 3D scan and road maps provided by Discover, ms architects were able to create multiple layouts, working directly with the client until we landed on a design that fit the company’s needs and wants.
  3. Construction Document Phase: Once the client signed off on the layout, ms architects began to drill down specific details and finishes within the facility; This will provide the construction team with a clear and concise path.
  4. Construction and Bid Administration: Currently, Discover is working to hire minority and women-owned construction companies to complete the renovations and design plan laid out by ms. Although this is the final step in our process, ms’ involvement in this project is nowhere near done. We will work directly with the construction crews hired to answer any questions that may arise, work out specifics, and sign off on completed work.


Do you need help selecting a location to renovate? Designing a layout? Have an idea but not sure where to start?


No matter where you are in the building design process, ms is here to help. Contact us at to learn more about how we can work together to get your ideas turned into reality.