Customer Success Story
Colorado Credit Union Upgrades to The Modern Experience: A Cleaner Application Interface for Faster Service & Happier Members
Learn about Colorado Credit Union’s journey to streamlined application processes and better user experiences with Modern Experience for MeridianLink® Consumer.
Headquarters: Littleton, CO
Branch locations: 3
Members: ~25,000
Managed Assets: $400M
The Challenge
CREATING A MORE CONSISTENT & STREAMLINED APPLICATION PROCESS
With over a decade of experience using the Classic version of MeridianLink® Consumer, Colorado Credit Union (CCU) was generally satisfied with the loan origination system (LOS) but still saw opportunities to further improve application flow. Staff noticed that different branches had slightly different application processes within the Classic system’s interface and wanted to create a more consistent end-to-end process that kept each step uniform and prioritized user experience with a more intuitive, step-by-step layout.
The Solution
Upgrading to Modern Experience
Colorado Credit Union upgraded to Modern Experience for MeridianLink® Consumer to deliver the best possible service for members and easier staff workflows. The solution provided a streamlined, step-by-step interface that improved application flow, ensured uniformity across branches, and enhanced both member service and staff efficiency.
Why Colorado Credit Union Chose Modern Experience
No More Back & Forth. Streamlined, step-by-step design reduces the need to skip back and forth within the application to add new information.
Smoother Member Experience. Intuitive layout helps members complete applications with ease.
Consistent Application Flows. Create uniform processes across all branches of your organization to ensure reliable, quality experiences every time.
The Results
Quicker Application Life Cycle & Optimized Flow
Colorado Credit Union was an early adopter of Modern Experience for MeridianLink® Consumer, having had this upgrade on its radar to try once it became available. The implementation process took roughly 5-6 months and was led by the credit union’s project implementation and leadership teams. Together, these teams performed intensive testing and training—guided by the MeridianLink® Support team and a handy testing checklist—with input from cross-departmental staff and subject matter experts to ensure they proactively addressed as many scenarios as possible before rollout.
After this testing and a training period in a demo environment for all staff, CCU officially rolled out Modern Experience. “Overall, the whole Modern Experience is just a lot more efficient for our staff and it’s a lot more self-explanatory,” noted Stephanie Larios, a member experience manager at the credit union. This updated version has fostered a more intuitive and smooth experience for staff and members alike, creating a single, consistent application from start to finish. Members now have a clear, step-by-step layout that drastically reduces the need to jump around within the application to fill out missing information, minimizing the chances of abandonment; when members do have questions, transparent communication channels ensure that staff can always lend a hand with the most up-to-date information possible.
This linear and user-friendly approach has led to significantly faster turnaround times for a range of application types. The credit union’s centralized lending department and front-end staff have reported that vehicle loans now process roughly 2 days more quickly than before, and credit card applications are processing 2.4 days sooner, on average. Funding times for both vehicle loans and credit cards also significantly improved, with the credit union now funding vehicle loans an average of 1.7 days!
