Credit Union Omni-Channel Transformation

Success Story

First Tech Federal Credit Union launched a solution for new account opening/applications that delivers an outstanding member and employee experience across 47 personal banking products and four channels. The redesign was driven by extensive member research covering account opening and account servicing.


Read this success story to learn how First Tech transformed its onboarding process resulting in a 57% reduction in the time it takes to apply and an impressive 65% submission rate that far exceeds the industry average.

As a result of the new, frictionless member-centric designed systems our new application completion rate is at 65%. Industry studies place completion around 30% for deposit, and 10% for loan applications – so we are delighted with our results.


– Mike Upton, Chief Digital Officer, First Tech Federal Credit Union

Additional Resources