Washington Federal, one of the nation’s top 100 banks, lacked an engaging, inviting, and user-friendly website. Moreover, the site was hard to maintain. As a result, a collection of other websites were added, resulting in awkward navigation and an inconsistent user experience. Customer care was inundated with calls from confused customers who were unable to find answers to their questions on the existing site.
Washington Federal selected Fresh Consulting to completely redesign and develop their new website. Fresh consolidated several websites into one and created a clean, easy-to-use, and mobile-responsive site to improve the overall experience and guide customers to the information they need to quickly answer questions.
Post launch, Washington Federal’s new website has received positive marks from branches and users nationwide. Key calls to action have seen more conversion on the site; mobile traffic has increased; and call center volume has decreased dramatically. WaFed staff also find it easier to update and maintain the one site. The new site was co-submitted to SiteFinity, a secure CMS used in the back-end, for Site of the Year. Fresh Consulting has been asked to continue to be a partner in 2016. (www.washingtonfederal.com)