MyCreditUnion.gov Usability Study | Research & Strategy by Rubia Group
Enhancing the User Experience & Accessibility of MyCreditUnion.gov
Rubia Group was tasked with assessing the current state of the National Credit Union Administration (NCUA)’s consumer-facing website, MyCreditUnion.gov (MyCU). Our mission was to evaluate usability, accessibility, and brand messaging effectiveness while developing a strategic plan to improve the overall user experience.
Under our subcontract with Prime Contractor, Agiliko LLC, Rubia Group assessed the state of the National Credit Union Administration (NCUA)’s consumer-facing website, MyCreditUnion.gov (MyCU). Our mission was to evaluate usability, accessibility, and brand messaging effectiveness while developing a strategic plan to improve the overall user experience.
Our Approach to Branding & Communication Strategy
The Rubia Group team delivered branding and wayfinding signage to support the needs of SVCC at its two main campuses—the Christanna Campus in Alberta, VA, and the John H. Daniel Campus in Keysville, VA.
From site audit and sign placement planning to design, fabrication, permitting, and installation, the Rubia Group team delivered a unified and modern brand experience to both SVCC campuses.
What We Did
Usability Assessment – Conducted an in-depth assessment of MyCU’s usability, accessibility, and brand effectiveness.
Market Research – Performed competitive research on financial education platforms.
Stakeholder Interviews – Led stakeholder and user interviews to gather insights.
Brand Messaging Testing – Developed and tested revised brand messaging through focus groups.
UX Strategy – Created content and navigation strategies for an enhanced website experience.
Marketing Strategy – Developed a communications rollout strategy and updated brand messaging.
Services Provided
Usability Research & Testing – Evaluated user interactions to identify pain points.
Accessibility Compliance Review – Assessed the site for Section 508 compliance.
Competitive Analysis – Benchmarked MyCU against key competitors in the financial education space.
Stakeholder & User Interviews – Collected qualitative feedback through 1:1 interviews.
Content & Messaging Strategy – Developed and tested audience-focused brand messaging.
User Journey Mapping – Created recommended pathways for improved website navigation.
Results & Impact
Recommendations and Roadmap With:
Enhanced Accessibility – Ensured the site aligns with Section 508 compliance for inclusivity.
Improved User Journeys – Strategies for how to streamlined content flow for better user engagement.
Refined Brand Messaging – Created a more effective and user-centric communication strategy.
Competitive Positioning – Provided insights to differentiate MyCU in the financial education landscape.
Future-Ready Content Strategy – Equipped the client with a phased approach for continuous website improvement.
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