Transport Mutual sought a new website to provide its customers with a more intuitive, accessible web experience.
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Transport Mutual Credit Union has a proud history dating back to 1964, when it was established as the Main Roads Staff Credit Union. It began with a simple mission: To support the financial wellbeing of transport workers and their families employed by the New South Wales Department of Main Roads (now Transport for NSW).
Today, they serve over 5,900 members (customers) and manage more than $110 million in assets. Although membership is now open to the broader community, their strong roots in the transport sector remain. This ongoing connection has seen them attract customers from across the private and community transport industries, staying true to their original purpose - serving those who keep communities moving.
Greg Arvanitakis is Transport Mutual's Operations Supervisor. He oversees day-to-day operations, which include lending and IT projects, and generally being a "jack of all trades". Because of the broad nature of his role, he works extensively with Ultradata - Transport Mutual's technology partner - to optimise backend systems and bring digital banking products to life.
In early 2025, nearly five years since its previous website upgrade, Transport Mutual sought a new website to reflect changing customer expectations around what a website should be.
Ultradata partnered with Transport Mutual Credit Union to deliver a complete website transformation, built with an upgrade to Ultracs Content Management System Release 4 (CMS 4).
A driving force behind the website redevelopment was the desire to create a smoother, more intuitive customer experience. The previous website made it difficult for users to find key information quickly, requiring multiple clicks and too much searching. The redesigned site, however, features a cleaner homepage layout and better navigation pathways that help users get to what they are looking for faster, whether it's applying for a loan, exploring services, or accessing common forms.
A key change was the addition of "mega menus", which allow users to browse pages and their subpages on the one menu. This allows customers to find the information they are looking for in a single click, rather than multiple clicks through the website. With a particular focus on enhancing Transport Mutual's lending offering, Greg sees the mega menu is a game changer.
"Customers want and expect easy access to the information they’re looking for. Our new mega menus deliver exactly that. Now, customers can navigate directly to the product they’re interested in without clicking through multiple pages. This streamlined experience increases the likelihood of conversion and delivers excellent, no-touch customer service.” Said Greg.
With key information becoming more accessible, Transport Mutual's customer service load is set to decrease.
One of the major back-end upgrades that came with CMS 4 is the ability to create reusable content and documents.
Reusable content: Allows users to create a piece of content (such as compliance statements relevant to multiple financial products) that can be embedded on a page. Any edits to the reusable content will then automatically reflect everywhere the content is embedded.
Reusable documents: Allows users to replace a document uploaded to the CMS with a new version without needing to change the live link.
These features empower users to manage core content and documents, such as loan brochures, calculators, and FAQs, in one place and update them once across multiple touchpoints. These features have eliminated content duplication, and the associated risk of manual efforts causing content inconsistency across the site.
Camilla Futter, Senior Project Lead at Ultradata, oversaw the project and was instrumental in ensuring it ran smoothly, on time, and within budget. Her coordination across internal teams and with the Transport Mutual team helped drive the project forward from start to finish.
Julian Cougan, Team Leader of Digital Services, noted that the collaborative effort from Ultradata’s digital UI developers and producers was key to achieving the final result.
“Our developers and producers worked closely together throughout the project, and we’re really proud of what we delivered.” Said Julian.
A particularly impactful outcome has been the empowerment of non-technical staff to manage web content confidently. Prior to the CMS upgrade, even minor updates required technical intervention. CMS 4 is user-friendly enough that staff without technical CMS skills can now make changes, create new pages, or adjust content independently. This autonomy is fostering a more agile and confident team, enabling quicker turnaround times and reducing bottlenecks. For Greg, this gives his micro-department far more flexibility.
"Prior to our upgrade to CMS 4, I didn't have the skillset to make changes to our website. Now, I can confidently make changes to the website, easing the burden on our IT officer." Said Greg.
“Transport Mutual had a clear vision for what they wanted to improve, and it was great to work in partnership to bring that to life. Our team focused on building a flexible, user-friendly platform that supports both their members and staff. Seeing how confident their team now feels using the CMS is a real highlight.” Said Julian.
From the initial planning and strategy to go-live, the project took just over three months to complete. The success was rooted in a close working relationship with Ultradata. Weekly check-ins, strategic guidance, and a shared understanding of Transport Mutual's goals helped ensure that the final outcome was fit for purpose. And Ultradata's input was instrumental in helping the Transport Mutual team define what a successful website should deliver - both technically and experientially.
"Ultradata’s experience in financial services and digital UX made them an ideal partner for the project. We are a small team and therefore lent on Ultradata's expertise on what makes a great website. Julian and his team did a great job.” Said Greg.
With a new website, and a future-focused web content platform now in place, Transport Mutual is well-positioned to continue improving the digital experience for its customers. The foundation laid by this project offers the flexibility to evolve with changing needs, incorporate new tools, and stay competitive in an increasingly digital-first environment. More importantly, it gives the Transport Mutual team the confidence and capability to lead that evolution.