A rebuilt, accessible member portal reduced call-center load for a regional credit union.
Overview
Cascade Credit Union is a financial services company based in Seattle, Washington, USA. In 2023 we partnered with them on ux research, web app development, accessibility.
The challenge
Members struggled with an aging portal that failed accessibility audits and drove routine tasks to the phone lines.
Our approach
We ran research with real members, rebuilt the portal as an accessible progressive web app, and streamlined the most common self-service journeys.
The results
Self-service adoption rose while call volume for routine requests fell, and the portal passed WCAG 2.2 AA audits.
- -34% — Routine calls
- WCAG 2.2 AA — Compliant
- +47% — Self-service use
Frequently asked questions
Is the portal accessible?
Yes. It was built and independently audited to WCAG 2.2 AA, including full keyboard and screen-reader support.
Did it integrate with the core banking system?
The portal connects to the existing core via a secure API layer we built, with no change to back-office systems.
Services delivered: UX Research, Web App Development, Accessibility. Location: Seattle, Washington, USA.