Strengthening IC Credit Union’s Digital Presence

Non-Profits Strategy Web Development Wordpress Development

View Live Site

A comprehensive digital partnership that evolved from audit to ongoing strategic collaboration.

IC Credit Union, a member-focused financial institution serving communities across Central Massachusetts, needed a trusted partner to evaluate their digital presence and identify opportunities for meaningful improvement. Like many mission-driven financial institutions, they faced a familiar challenge: their online experience wasn’t fully reflecting the warmth, reliability, and member-first values that define their organization in person.

They needed to:

• Understand how their digital presence was performing from a user experience and interface perspective
• Identify friction points that might be hindering member engagement and new account growth
• Develop a clear roadmap for digital improvements aligned with their member-centric mission
• Find a partner who could continue to add increasing value for them beyond a single project

Key Elements

ERI began with our signature RDS (Research, Discovery, Strategy) methodology, conducting a comprehensive digital audit that examined IC Credit Union’s online presence through multiple lenses: user experience, visual design, content effectiveness, accessibility, and technical performance.

Human-Centered Focus

Every recommendation rooted in making the digital experience feel as welcoming as walking into a branch.

Competitive Analysis

Benchmarking against regional credit unions and banks to identify opportunities for differentiation

UX-UI Audit

Deep analysis of navigation patterns, user journeys, and interface design to identify where members and prospects were experiencing friction.

Strategic Recommendations

A prioritized roadmap of improvements designed for phased implementation

What began as a focused digital audit quickly evolved into a fully collaborative partnership. ERI implemented the recommended UX/UI improvements, strengthening IC Credit Union’s digital doorstep and creating a more intuitive, engaging experience for members.

For more than two years, ERI has served as IC Credit Union’s ongoing web management partner, functioning as an extension of their team. Our work now spans across multiple initiatives:

Website Design & Ongoing Management

ERI redesigned IC’s Homepage and Digital Banking Website Experience to highlight product offerings and introduce quick pathways to IC’s most sought out information.

To continue this partnership, ERI provides continuous updates, optimizations, and technical support.

Marketing & Communications Support

ERI provides strategic guidance across a wide range of initiatives. Together, we have built a responsive partnership: reliable, patient, and always ready to help with whatever challenges arise.

Social Media Strategy

By building bridges between website and social platforms, our collaboration allows for us to develop and execute campaigns that humanize the brand and build community engagement.

The partnership demonstrates how ERI’s human-centered storytelling approach, honed through two decades of higher education and nonprofit work, translates powerfully to financial services. These sectors share a fundamental need: building trust, engaging diverse audiences, and making complex offerings feel simple, clear, and compelling.

For more than two years, ERI has been an exceptional partner for us, and it's a relationship we truly value. What began as an agreement focused primarily on web development quickly evolved into a fully collaborative partnership that now includes social media projects and ongoing strategic support. The ERI team is reliable, patient, and always ready to help. Their attention to detail is unmatched, and they consistently bring great ideas to the table—ideas that elevate our work, strengthen our digital presence, and move our initiatives forward.

Monica Turner

Marketing & Creative Specialist, IC Credit Union

In 2023 we were looking for a partner for Web Support, SEO, and Digital Strategy to improve our online experience. We chose ERI. Partnership was the key experience we were looking for and they delivered immediately. Working with their team has been nothing short of a fantastic experience. We recently further engaged the ERI team to manage our social media presence. The feedback we’re already receiving on all channels has been amazing. Their work is timely, on point for our brand, and easily eclipses what we could produce previously. In short, they deliver what we’re looking for and make us look great. A true partnership is what we wanted. The entire ERI team embraces this philosophy and is extremely easy to work with. We are more than pleased with our growing relationship.

Christopher Hendry

President & CEO, IC Credit Union