Large institutions invest millions in cutting-edge online and mobile services. Their smaller competitors, meanwhile, have been slower to adapt. This is largely to do with a lack of resources. But while customers still favor the personal service, trusted relationships and community benefits of working with smaller credit unions, as the technology gap becomes broader, they must increasingly weigh the cost of living without the convenience of some of the world's finest software. And many of the efficiencies and revenues realized by large banks end up left on the table.
There are now over 300 million mobile phones in America - and 311 million Americans. This phenomenal growth in mobile usage has powerful implications for credit unions, affecting the way they present themselves, and elevating the importance of user experience design from nicety to business essential.
Many discussions about how to craft the perfect online user experience focus on function and usability. But several recent studies on the impact of the Internet on human nature suggests user experience design might be overlooking a key factor: memorability. To be remembered, an online experience must do more than be easy and effective - it must be emotionally impactful, this study and others suggest.
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