About

When Sunshine Coast Credit Union set off to transform its digital experience for its 17,000+ members in 2019, the credit union embarked on an exciting journey. The credit union armed with a fresh new vision, a set of strategic partners, and an enthusiastic executive signed up to be a “champion” credit union on Central 1’s new Forge platform. Jodi Fichtner, Sunshine Coast Credit Union’s Chief Marketing Officer, sat down with us to share her key insights and lessons learned from the project. In the interview Jodi provides valuable experiences and perspectives including the benefits of working ‘shoulder-to-shoulder’ with Central 1 on widget development, the importance of collaborating with internal subject matter experts, the value of user scenario testing, being member centric and keeping employees engaged, as well as, the importance of beta testing. Sprout & Harvest has supported Sunshine Coast Credit Union from day one of the project collaborating with the credit union to create its new digital strategy, a member-centric vision, user scenarios, content strategy, user experience strategy, information architecture and page planning.IN THIS INTERVIEW:[2:53] Jodi explains the benefits of launching a beta site[3:34] The vision behind the new public website experience and Sunshine Coast Credit Union’s focus on a “segment-of-one” to help build members’ financial health for the future[6:28] The key milestones along the way including executive engagement, personas, user scenarios and user testing[8:47] The user testing process including engaging staff and members[9:52] How page planning helps the credit union to focus on the needs of the user as well as what an organization wants to strategically achieve with each page[11:40] The importance of signing off on the page plan before copywriting begins[12:29] It is critical to secure time with, and engage, internal subject matter experts[13:34] The design process including using Invision as a tool for collaborative feedback[14:48] Tips to balance a large project load and regular commitments with a lean team[16:51] Proportion of resource time spent on the project for the internal project team[17:58] What went really well? (1) Engagement of internal stakeholders and members including the launch of a beta site before the full launch (2) Working shoulder-to-shoulder with Central 1 to enhance widgets[20:42] Allocate enough time and resources, including the amount of time needed with internal subject matter experts[21:34] What SCCU would have done differently? Would have started the strategic process, persona and content building earlier [22:34] Credit unions should have an internal test team in place to test on multiple devices and browsers, both before and after launch [25:06] Credit unions need to allocate adequate time and resources to collaborate with Central 1[27:13] Benefits of using custom photography versus stock photography to create a local connection[28:05] Advice for smaller credit unions - (1) Anticipate this will take a large portion of your time and resources (2) Surround yourself with the right partners to extend your team (3) Don’t accept the status quo. Look at external inspiration. Look at the opportunity with a fresh set of eyes[30:11] Next steps after launch - launching enhancements and new content regularlyABOUT JODI Find Jodi on LinkedInABOUT SUNSHINE COAST CREDIT UNIONLearn more about Sunshine Coast Credit Union