WaFd
Streamlined online banking
We partnered with WaFd to strengthen their digital presence, promoting local banking and creating a platform for their growing, eight-state impact
The Challenge
Washington Federal (WaFd) had an existing website, but it relied on dated design patterns and navigation schemes. Additionally, employees and customers cited challenges and frustrations with using the site, and due to the difficulty of finding information, call centers were inundated with routine requests and inquiries.
Our Solution
Fresh designers and developers stepped in to consolidate multiple digital touchpoints into a seamless, streamlined, one-stop hub for all of WaFd’s online banking services. Using the Sitefinity CMS, we created a highly secure and mobile-responsive site that directly addressed customer and employee needs while also boosting the face of WaFd’s growing brand.
Services & Capabilities
Before & After
Before
After
Improving and consolidating the experience
WaFd had multiple websites, creating a confusing workflow of tapping into their products and services. Working closely with stakeholders, employees, and customers, we grouped information logically, cutting down on the number of clicks and navigation paths. The result was a clean, easy-to-use, and mobile-responsive site that allowed customers to complete tasks and get information for routine queries and allowed WaFd to build a more robust brand profile as they expanded into multiple western states.
Key CTAs showed significantly improved conversions. WaFd’s new website boosted their NPS from users and branches nationwide.
Mobile traffic improved significantly; users reported easy navigation for routine and complex queries.
Fresh developers were nominated for a Sitefinity award; employees reported the site was seamless to update and maintain.
The engagement won Fresh the opportunity to continue being a prized partner of Washington Federal in 2016 as they continued expanding their multi-state profile.
