2025 ValleyStar Credit Union Team
Enhancing the New Account Opening Process to Increase Approvals
At A Glance:
Capstone Sponsor: ValleyStar Credit Union
Faculty Advisor: Dr. Alan Wang
Capstone Team Members: Kayleigh Hritsik, Peter Hughes, Joseph Dudi Miabok, Federico Bruno
Solution Summary: Delivered process improvements and performance measures to help ValleyStar Credit Union optimize its new account opening experience.
The Challenge
ValleyStar Credit Union wanted to modernize its account opening process and reduce the number of denied applications for checking accounts and other financial products. The company needed actionable recommendations to ensure the new application process reduces friction, increases efficiency, and meets members’ expectations for a seamless digital experience.
The Solution
The student team mapped the entire new account opening workflow from both the employee and member perspectives, identifying bottlenecks and inconsistencies in the current process. They benchmarked best practices for digital account openings at peer credit unions and highlighted where ValleyStar’s process could be streamlined.
They then created clear, practical recommendations for refining touchpoints in the new application process — from clearer customer instructions to internal staff training and data tracking. Finally, they developed a performance measurement framework to help ValleyStar monitor key metrics such as account completion rates, time to open, and member satisfaction.
The Impact
With this roadmap, ValleyStar can deliver a faster, more user-friendly digital onboarding experience, strengthening its competitive edge in member growth. The team's analysis projects that approvals will increase by nearly 130%, resulting in an additional $8 million per year in customer deposits.
2025 ValleyStar Credit Union Team Public Presentation