Nationwide

Remortgage your home

12 months

The challenge

Revisiting a slow and complex online remortgage application journey, held back by a legacy system and lengthy journey completion times.

The outcome

A better user experience outcomes for customers with an industry first document upload, reduced task completion times and excellent customer feedback.

Remorgaging can be a stressful time for a home owner. Complicated forms requiring personal information about affordability which are necessary but can seem intrusive.

As an experience designer, my role was to ensure the application was as stress free as possible while ensuring the business requirements were met, including strict legal compliance.

Working within a shaping team, I designed several user journeys to ensure more customers could get a mortgage offer faster and easier.

Joining an established application and working amongst mortgage specialists and subject matter experts was daunting. To gain understanding of the journey but also to facilitate cooperation and help embed UX practices into the team I embarked on creating a user journey map.

Customers were currently remortgaging through a legacy application and application completion times were averaging over an hour. Crucial to success were reducing drop outs and time to complete the application.

It was challenging balancing business requirements and developer time with UX. The answer was to set in place a mechanism to measure UX - baselining rapidly built services that from where UX can be measured.

Further valuations

Bringing home valuation into the remortgage journey. I set up research to understand customers feelings around a property valuation and the delay between property valuation and receiving an offer.

I built a prototype of a property valuation service and facilitated sessions of one-to-one interviews with five participants in a lab setting, asking for feedback.

The observations revealed insights into the reasons for hesitance and I was able to make recommendations to ensure customers were informed of the process and increase the likelihood of getting to offer. At the same time fulfilling the business requirements of reducing dropouts.