← All work
Product, Web
Financial services
2025
Millrace
A member app and website for a community credit union.
Client
Millrace Credit Union
Services
Product, Web
Year
2025
Team
5 people, 18 weeks
The challenge
What the client needed
Millrace is owned by its members, but its website explained products in the language of the product sheets and opening an account meant a paper form and a branch visit. Younger members were quietly leaving for apps.
Open an account in minutes, with no branch visit.
Show the rate before the member applies.
Keep the human side: a real person is one tap away.
The approach
How we went about it
We designed the product pages around questions members actually asked at the counter. A rate calculator replaced the table of terms, and a clear 'what happens next' panel replaced the legal footer.
The app reuses the same tokens as the website. Members can start an application on one and finish on the other.
Website: 20 pages, rate calculator, branch finder.
App: onboarding, accounts, loans, member messages.
Governance: an accessibility statement and a plain-language review.
Results
New members up 41 percent in six months
+41%
new members in six months
4 min
to open an account, down from 3 days
86%
of members use the app weekly
We expected a nicer app. What we got was a clearer way to explain who we are and what we do.
Priya Nair, chief executive of Millrace Credit Union
Want a result like this?
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