Ent Credit Union - Sean McCarthy

Home Information Process

Improving members' financial quality of life through digital financial wellness.

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Involvement

PLATFORM : Web, iOS & Android
ROLE : Sr. Experience Designer

Strategy & Vision
Research & Testing
UX / UI Design
Visual Design
Figma Component Library

Overview

Ent Credit Union is Colorado's largest credit union and 5th largest financial institution by assets. As they were looking forward to the next 15 years of growth they needed to invest in their digital offering and formed an Experience Design & Digital Product team. Our team was charged with elevating the digital banking product to be competitive with a modern experience that consumers are becoming more and more used to.

Not only are we a new function in a 65-year-old organization, but we are also introducing and educating the value of design-led thinking across the org to create a more design-driven organization. This included building a design team and wearing the hat of DesignOps (Notion, Maze, User Interviews, Figma, Design Critiques, etc) to help us all act synchronously.

What could it be?

After a year of interacting with stakeholders, member interviews, a 2-week vision sprint with IDEO, countless competitive research, and an endless reading list of articles & reports, we started to envision what a 'dream app' would look like for Ent.

We started with uncovering what our members were trying to accomplish (JTBD), solidifying design principles to guide us, and overlapping it all with research from Bain & Company's Elements of Value for Consumer Banking.

According to a KeyBank survey, digital tools are the third most important factor that helps make consumers feel financially resilient. This means breaking the paradigm that credit unions are just cheap banks that offer lower fees to creating a digital offering that actually walks the talk that credit unions confess.

The following images are taken from a prototype I built while presenting to key leadership and stakeholders when discussing Ent's digital future.