Case Study: Community Sector Banking

Digital Agency, Front End Development, Mobile, Web Design, Web Development
23 August 2017

Earlier this year we worked with Community Sector Banking to provide a complete website overhaul. We’re proud to have partnered with such a wonderful organisation and to share our results!

Community Sector Banking is the only Australian banking service dedicated to the not-for-profit sector and is the first banking service in Australia to achieve B Corp certification (a globally recognised standard for sustainable businesses). Their mission is to strengthen the community and support not-for-profits in delivering change. With over 13,000 customers, Community Sector Banking is trusted by not-for-profits nation-wide.


Community Sector Banking came to JTB Studios because they wanted to work with a partner that could do their brand justice. They commissioned us to create a website that:


  • Could entice visitors to search around the website
  • Had simplified information architecture that could be easily edited
  • Had customer-centric design and copy
  • Was integrated with social media and eDM software
  • Could be customised for digital marketing and SEO


On their old website, Community Sector Banking found that customers had trouble finding information to answer their questions. As a result, employees were spending too much time answering customer phone queries and directing people to relevant webpages. JTB Studios took to the drawing board to alleviate these pressures through clever website design and features. We also looked at the analytics data from Community Sector Banking’s former website to see exactly where we could further improve the user experience.


To reduce phone queries, we designed the ‘action zone’ (a banner at the bottom of the website) to give customers quick access to the services they’re looking for. The ‘action zone’ also allows Community Sector Banking’s customer service team to easily direct customers to the right sections. As a result of this – as well as a sleek and clear design – bounce rates have decreased by 20% and customers are now more able to find the information they need without calling a customer service team. In addition, more users are converting and engaging with the website at a higher rate than before the re-design.

three mobile screens showing CSB website

JTB Studios focused on creating a website for Community Sector Banking that is informative and easy-to-use while capturing the brand’s core values. The result is a website that is both functional and true to Community Sector Banking’s warm, genuine and trustworthy essence.


We loved working with Community Sector Banking on this rewarding project. For banking that creates a real impact, take a look at their brand new website today!


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