Industry Article: The Benefits Of A Mobile-First Website

This is a great case study from Callahan & Associates (creditunions.com) around Citadel FCU’s (https://www.citadelbanking.com/) efforts to improve their members’ digital experience. By way of some context, Citadel is a $2.8B asset CU based in Exton, PA.

I like the overall approach here – not just looking at this effort as a cosmetic website redesign, but taking a holistic look at the member experience as it relates to online and mobile:

The time had come for the credit union to implement a modern content management system and redesign its older site with an eye toward mobile.

The website launch is also only one part of a larger effort to introduce technologies that build an optimal digital experience for members.

My key takeaways:

  1. Look at your digital presence (online / mobile) in the context of the broader member experience
  2. Don’t feel the need to build and launch the entire solution at once; iterative / incremental improvements and a phased rollout can (will likely) be more successful…think: Agile
  3. Build in and leverage avenues for customer feedback – this data is a *gold mine*
  4. Consistency across platforms is crucial; there cannot be a real or perceived deficit in mobile / tablet functionality vs. desktop
  5. Leverage partners / outside expertise where it makes sense; you do not have to do it all yourself

The full article can be accessed here:
http://www.creditunions.com/articles/the-benefits-of-a-mobile-first-website

 

 

 

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