IS YOUR ONLINE EXPERIENCE MEETING MEMBER EXPECTATIONS?

According to Internet Live Stats, 89% of the population in the United States uses the internet on a daily basis. As technology continues to evolve rapidly, the member online user experience (UX) has to be a key component of your core strategy for developing a better and differentiated member experience through digital transactions and communications at your credit union.

How do you know your online experience is meeting member expectations?
Taking a step back to look at your digital applications through your members’ eyes, here are some questions you can ask to gauge your members’ online user experience (UX):

• How easy is it for members to use?
• Can members accomplish what they need to do on your digital applications (i.e. access their balances, pay bills on online, transfer funds, order checks, etc.)
• How quickly can members find information on your digital applications?
• Do notifications and alerts stand out to members on your digital applications so they are quickly aware of actionable items
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How can you improve the online experience?
Your credit union’s digital applications should be developed to focus on the needs, wants and expectations of your members. This means your website, home banking and ePresentment should all work together to create a UX that meets those requirements. Two of the biggest trends we have seen in UX to help meet member expectations are Mobile First Design and Self-Service...

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