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User Focused Website for RHAND Credit Union

Improving the financial services experience through digital strategy and design.
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Services Applied

  • Digital Strategy

  • User Experience Design

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The Brief

On March 27, 1947 the Red House and Neighboring Department Credit Union Co-operative Society Limited (RHAND) was registered under the Credit Union Societies Ordinance, it was the 38th Credit Union in Trinidad and Tobago. It is now a multi-faceted company that provides competitive financial services to both commercial and residential customers throughout the country.

In 2018, RHAND’s website and digital brand weren’t communicating its quality services. Their accelerated development and growth had left them with a one-size-fits-all website that all audience personas had to navigate. But their different audiences had different needs so the customer journeys were convoluted, and the performance of key pages was missing targets.

RHAND commissioned Quoviz to redesign their web presence and improve its digital brand strategy.

The Challenge

We had to optimally structure a vast amount of information to ensure all user types could easily navigate to get the information they needed.

After an IA exercise, we understood that we would need to split the main website into existing and potential customers. We could then deliver the right information to the right people, without compromising any content. We also created a common area to communicate the overarching brand message and company ethos to all visitors.

The Objective

The new, unified website needed to:

  • Improve the overall performance across key audience personas

  • Restructure the information architecture for optimum navigability
  • Integrate usability improvements
  • Streamline user journeys to optimize communication and increase conversion rate

The Solution

With a new, user-centred architecture now defined, the final component of the project was to ensure that content could be easily updated by their in-house content editors. The intuitive content management platform allowed their team to write and update content that was highly targeted at their predefined audience type, which was not previously available purely because of an outdated and poorly designed website.

The new website design and refreshed digital brand, work in harmony to communicate the unique qualities of RHAND as a premier credit union. By addressing the user experience problems and architecting proper user journeys, the website became a pleasurable experience for visitors. The aim was to ensure RHAND provided its customer with all the right information at the right moments. Quoviz delivered that, allowing visitors to make informed decisions quickly and easily in an industry where trust is integral.

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