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WSECU
Improving Money Movement flows for WSECU next gen online banking platform to increase mobile usage by 44%.
Live Website
Washington State Employees Credit Union (WSECU), a member-centric organization serving over 300,000 members with $5 billion in assets, embarked on a digital transformation journey to provide a seamless, secure, and personalized banking experience.
Challenge
° OSAT dropped from 85 to 45 while NPS fell from 78 to 54
°WSECU contracted Backbase's online banking solution with OOTB constraints preventing seamless translation of legacy journeys
Solution
° Improve member experience and increase new member adoption.
° Merge Backbase design system to WSECU legacy system and branding.
UX Audit
Assess Out-Of-The-Box journeys and align them with user expectations.
Created through a series of interviews with enrolled members that met the users targets that wanted to be acquired.
° I need my first ‘real’ bank account
° I need to manage bills
° I need to set up things like auto- deposit and auto-pay
° I need to worry about things like overdraft protection
Feature prioritization
I used the Jobs to Be Done framework to select and prioritize transaction user journeys.
Menu Redesign
I used the Jobs to Be Done framework to select and prioritize transaction user journeys.
Adapting OOTB journeys
Mixing Material 3 and Backbase Design System to create pixel perfect UI and WSECU design system.
Final UI screens & Prototype
Results
