Constance Hernandez is a 30-year-old Marketing Manager at Campus Federal Credit Union ($640M) in Baton Rouge, Louisiana, United States.
Credit Union Website Redesign
Create a digital branch that would benefit both members and internal processes.
We’ve all been hearing about the importance of our credit union’s digital presence and the customer (member) journey. Many struggle with finding and implementing solutions. Credit unions often miss an opportunity with their website, and my credit union is no different. I know what you're thinking...A website redesign, really? That's it? It’s not that simple. Today we need to be personal, allow for members to do EVERYTHING online, allow members to get advice, chat, email, secure message, apply, learn more, and oh show ROI…not as easy as it looks, huh? Well we’ve created a blueprint to implement a new website design that doesn’t take years to complete - instead only a few months. I’ve been leading our website redesign project with the focus of the consumer journey, creating personas that not only have helped us with the website but in other areas of advertising. Websites should be looked at as the di gital branch and really be used a tool for credit unions to reach their primary audience and provide great member service. This project will impact all of our internal departments, members need to do everything online remember. The new design allows for a transactional and personalized approach that will give the right information at the right time. It will also help us tell our story better. After all we know our credit union better than anyone else. Vote for me to see our progress and our steps to creating the best member experience possible.