Together, we combine leadership + experience design expertise to help Credit Unions modernize without losing their cooperative heart.
Who We Are
Carrie Forbes
Leadership, Governance, Transformation
Carrie is the former CEO of League Data and has extensive experience in Credit Union strategy, governance, and change management. She helps boards align, coaches executives, and guides organizations through complex transformation while staying true to cooperative values.
Jamie Gerrard
Service Design, UX, Transformation
Jamie is the founder of 20/20 Digital with deep experience in service design and transformation for Credit Unions and purpose-driven organizations. He helps improve member and staff experiences through impactful, human-centred strategies.
Why We're Here
Credit Unions are rising to their moment. They have the cooperative foundation to modernize authentically, by staying true to their values.
The opportunity challenges become strengths when you're built for putting members first.
We believe in helping Credit Unions embrace change that honours their roots and unlocks their potential.
What Makes Us Different?
We work with Credit Unions, not around them.
- We start with cooperative values and keep people at the centre
- We design within real-world constraints — budgets, legacy systems, regulations
- We embed alongside your team, building capacity as we go
- We focus on adoption and outcomes, not just reports
Our Services
Every engagement includes design, measurement, and hands-on support so change takes root.
CU Experience Sprint
Quickly improve a member or staff experience in just four weeks.
- Outcome: 3–5 measurable improvements in 30 days, with staff ready to sustain change.
- Duration: 4 weeks
Activities:
- Kickoff + current state review
- Mapping and pain point analysis
- Co-design with staff + leadership
- Testing and feedback loops
- Prioritization + next steps plan
Strategy-to-Delivery Pathway
Turn big-picture goals into practical steps that stick.
- Outcome: A roadmap from vision to execution, with governance buy-in, staff readiness, and early pilots.
- Duration: 2–3 months + coaching
Activities:
- Strategy & vision workshop
- Scenario planning
- Readiness & adoption scan
- Roadmap development
- Micro-pilots for early wins
- Ongoing coaching
CU StoryLab: Trust & Communication
Bring clarity and consistency to your Credit Union’s voice.
- Outcome: A stronger, consistent story that builds trust with members, staff, boards, and regulators.
- Duration: 4–6 weeks
Activities:
- Content + channel audit
- Messaging workshop
- Practical templates (emails, FAQs, scripts, board decks)
- Optional training
AI with Trust
AI is everywhere — but how do Credit Unions harness it responsibly?
- Outcome: A CU-scale, people-first approach to AI that builds confidence and reduces risk.
- Duration: 4–6 weeks
Activities:
- AI readiness workshop
- Policy + compliance checkup
- Use case prioritization
- Staff awareness + training
- Optional data stewardship support
How We’re Different
Credit Unions have plenty of consultants, agencies, and vendors. Here’s how we stand apart:
- Not an agency. We don’t sell campaigns. We create strategies and experiences rooted in cooperative values.
- Not a big-firm consultancy. We don’t hand over a report and leave. We stay with you and focus on adoption.
- Not just tech advisors. We know systems and budgets matter, but people, process, and service experience come first.
We combine executive leadership and governance with service design and digital transformation — a partnership built to help Credit Unions modernize without losing their cooperative heart.
"Your support helped us create the Customer Advisory Council (CAC), take ownership of the initiative, and become self-sustaining. Your thoughtful approach, training, and planning set the CAC up for success."
— Member Engagement Team, League Data
Let's Talk
We’d love to hear what your Credit Union is working on.