An intuitive digital experience is the key to user trust, acquisition and retention, faster time to market, and lower costs for community financial institutions (CFIs).
So why would a CFI hesitate to switch digital banking tech providers—even when their current platform alienates users with persistent outages, a lack of modern capabilities, and infrequent updates that put the CFI at risk?
Often, there is organizational memory of past disruptions and failed transformation attempts—but that was yesterday’s playbook.
Lumin Digital brings a new approach.
Upgrading the digital experience could be the biggest friction users will ever face. It can be tempting to stick with the current situation, even when it’s not ideal, because of the risk of disruption and reputational damage.
The risks of trusting yesterday’s playbook
70%
of digital transformations fall short of stated objectives
*McKinsey, 2023
Why?
Common transformation pitfalls:
Migration delays
Poor or no capacity by vendor, no clear project ownership or prioritization
Data configuration chaos
Faulty data ingestion or configuration by vendor, or no vendor assistance at all
Vendor oversell
Unrealistic Phase 1 promises, no prioritization, too many features at once
When you’re changing your online and mobile banking platforms, the stakes are high. We knew the transformation had to be seamless and the improvements so clear that members would instantly understand why we made the move.
Courtney Rowan
Chief Digital and Transformation Officer, Citadel Credit Union
Lumin Digital transformation results
Always on-time and on-budget
4 open support tickets on average per client,
post-implementation
for feature and functionality requests
Seamless transition
from implementation to production
Faster time to impact
with 99.999% uptime
Strategic allocation of time, costs, and labor
instead of having to focus on fixes
Lumin Digital’s intentional launch plan de-risks your transformation
Launch on-time and on-budget
Setting the right path before Day 1
Focus on key pain points and desired functionality. Prioritized roadmap with launch dates for every feature.
Meticulous capacity planning
Rigorous project planning based on Lumin’s available resources to eliminate the possibility of overcommitment. Defined but dedicated capacity; clients and Lumin align on a target launch date based on the clients’ unique requirements and timelines.
Structured implementation process
8-stage lifecycle with agreed-upon timelines. Dedicated PM and implementation team from start to finish.
Real-time transparency
Shared project portal. No outdated spreadsheets or out of sync PM tools. Clear and defined end-date of implementation.
No stage-gating bottlenecks
No stoppage if third parties are delayed. Continuous momentum until every integration is complete.
Iterative testing & configuration
Newly introduced features and enhancements are included during implementation just as they are during Lumin’s weekly updates to established clients—ensuring parity for new clients at go-live. No surprise bugs or broken features at launch.
Cloud-native efficiencies
Automation identifies, diagnoses, and treats bugs as they arise for faster resolution. Able to adapt during implementation. Lower ticket volume due to intentional design.
Dedicated product training
Taught in your environment, not a demo. Led by Lumin’s dedicated training team, addressing all use cases.
Continued, dedicated support post-launch
Dedicated account executive (AE) is involved in the implementation and serves as the client’s primary point of contact post-implementation—ensuring a seamless transition and a consistent relationship throughout every phase of the Lumin/client partnership.
Lumin Digital client experience
“The Lumin implementation experience was incredibly seamless, with a responsive and proactive support team, comprehensive training, and access to other credit unions to learn more about best practices for launch.”
William Peters
Chief Experience Officer
TAPCO Credit Union
“We identified our must-haves and a set of fast followers we planned to roll out within three weeks post-launch—reserving Phase 2 for later. However, with Lumin, we quickly realized we didn’t need a Phase 2 at all.”
Bhavna Gugliani
SVP & Chief Digital Officer
BCU
“There’s not been a moment where we feel like something’s not going the way that we really want it to… it’s about having a partner that not only helps us operationally, but elevates our strategic thinking.”
Danielle Milner
Chief Experience Officer
Community Financial Credit Union
“We are able to implement many more enhancements in a more timely fashion now because we’re not spending so much time working on outages.”
Lauren Banks
Digital Products Manager
Langley Federal Credit Union
“Our member satisfaction with the platform is very high. We’ve really turned this around, with a 4.9-star app store rating now, after starting at 1.5 stars.”
David Schmidt
eServices Business Manager
Credit Human
“The smoothest and easiest transition in our credit union’s history.”
Michael Tranum
CTO
Dupont CU
Lumin Digital proves that you don’t have to choose between speed and quality when transforming your financial institution’s digital banking experience. Our implementations take scalability, support, and change readiness into account. We set the stage for a successful, on-time launch and a long-term partnership.
LISA DANIELS
Chief Delivery Officer, Lumin Digital
