Case Study 04
Borrower
Wallet
The Problem
White glove, online.
Community bank borrowers wanted a white-glove approach to mortgage lending, while still completing every task to close a mortgage online at their own convenience.
They want to feel like all of their data is secure while having the whole process expedited.
Project Goals
The Team
Who built it.
My Role
I lead design sprints, interviewed clients and home buyers, created the design system, worked with engineers on new components, crafted the user flows, designed the new experience and ensured ADA accessibility was met for all interactions.
Discovery
Understanding the borrower.
- Conducted focus groups to understand our current platform and its pain points.
- Lead design sprints with clients to explore new functionality.
- Researched other mortgage solutions to evaluate our position in the market.
- Evaluated automated solutions for quicker input of lengthy data.
Research
What we
learned.
- Borrowers often felt frustrated with the amount of data to input.
- Borrowers were confused when and how to add documents.
- Many borrowers expressed a strong desire to trust the platform.
- Users were in favor of automating large amounts of data entry.
- Loan products and questions were often confusing to consumers.
- Security and privacy are key to protect personal data.
The Solution
Guided, automated, secure.
I introduced a brand new experience for home buyers looking to secure a mortgage.
The application process guided users through every step and let them take control of the data and documents they needed to enter. The responsive web app allowed users to upload documents on the go and manage their loan anywhere, any time.
Easy & Automated Application
- Partnered with Argyle to quickly add employment and income data.
- Gave clear next steps and page reviews along the journey.
- Sidebar navigation allowed consumers to enter the data they had in the order they wanted.
- Wizard step by step approach for longer forms guided users.
- Review and confirm before final submittal allowed users to feel confident they were ready to proceed.
Home Buyer Help Center
- Brand new help center functionality was available at every step of the process.
- Detailed answers to complex mortgage questions helped users feel secure in their answers.
- Users were less reliant on calling their loan officer and were able to submit their forms in less time.
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