Redwood Credit Union (RCU) is redesigning redwoodcu.org with the help of BloomCU LLC, an agency that designs results-driven websites for credit unions. While RCU has several goals for the new website, most importantly they want to deliver a digital experience that parallels the exceptional service provided in their branches and call center.
RCU's brand message is "For All That You Love." With their new website, they want to clearly convey that message and show that they offer better, more reliable service than big banks. For instance, in its region, RCU has better Google reviews than the five biggest banks in the US, which is evidence of the care RCU shows their members. They also answer most calls in under 60 seconds; yet another example of their reliable service. These are just some of the advantages RCU has over big banks that may be highlighted with their upcoming redesign.
“Our members often tell us they love us, and we want to leverage that sentiment to attract new members,” said Erica Dias, RCU’s SVP, Marketing & Communications. “Everyone across our service area—from metropolitan San Francisco to the more rural reaches of the North Bay and wine country—can benefit from simpler, more intuitive online financial services and education, and that’s what we plan to deliver with the new website.”
Initially, Redwood CU considered making improvements to their existing website. After further consideration, however, they concluded that a complete redesign would help them create a better user experience and connect with users on a deeper level. With the help of BloomCU, RCU is now going through a thorough redesign process that includes strategy, information architecture, wireframing, style tiling, copywriting, and CMS development.
“We believe our members should experience the same engagement and personal care from our website as they do in person or over the phone,” said Chris Cummins, RCU’s Digital Experience Manager. “Our service scores are the top in our industry, and time and again, members tell us how much they love our people and our service. We aim to elevate our website experience to give members that same level of satisfaction, and we believe BloomCU can help us get there.”
At the end of the redesign process, RCU plans to launch a world-class website experience this fall that delights existing members and attracts new members with their brand message of love.