Rivermark Credit Union - Unlocking the potential for mobile account creation

Rivermark is a popular community credit union in Portland, Oregon. Given the popularity of the mobile banking app with their members, they wanted to know if there were untapped opportunities for mobile account creation.

Partnering with Experience Dynamics, we conducted ethnographic interviews with current customers and with prospective customers. Our goal was to uncover attitudes and behaviors around banking habits, and to find out about their motivations and triggers for creating new accounts.

Based on the learnings gathered during the ethnographic interviews, we developed three user personas to provide a behavioral profile to the client team of their most typical customer. We also created a user journey and several proposed workflow for mobile account creation.