Lending consumer research: Digital isn’t enough for today’s borrower

Credit union members expect a consistent experience across channels.

The pandemic forced a near-overnight explosion of digital commerce. Four years later, there’s not much we can’t do online. Even fairly involved tasks, like seeing a doctor or renewing a passport, can now be done from home and largely on the terms of the individual seeking service.

Borrowing money has, of course, joined the list of things that can be done digitally. Yet, as new human intelligence from CUESolutions provider TruStage™ indicates, not all borrowers prefer to engage online. When they do, however, digital lenders that are intentional about enhancing product awareness achieve the best outcomes.

Different points of value within different lending channels


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