WaFd

Streamlined online banking

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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.

Key Contributors
Sean Patterson
Sean Patterson
Kurt Daniels
Kurt Daniels
Nuriel Mizrahi
Nuriel Mizrahi
Dave Reese
Dave Reese
Will Lingard
Will Lingard
Dan Meyer
Dan Meyer

Before & After

Before

After

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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.

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Results

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.