Mortgage Expert Tool
“How might we provide a robust and secure solution capable of handling complex mortgage calculations, protect sensitive data, and delivering a seamless experience for our Mortgage Experts?”
Company: Credit Suisse
Role: Lead Designer
Toolkit: Sketch, InVision, Figma, FigJam, Confluence
Devices: Desktop, TV monitor
The challenge
After the decommissioning of an old advisory tool, Mortgage Experts lacked a dedicated platform to simulate mortgage offers and advise clients effectively. As a result, experts resorted to using makeshift solutions such as PowerPoint, Excel, and internal systems that were not designed for client-facing interactions. This fragmented approach led to inefficiencies as the lack of end-to-end digital journey made it difficult for Mortgage Experts to provide seamless advisory.
Project goals
Develop a tool that allows Mortgage Experts to simulate various mortgage scenarios in real-time
Ensure that the tool can display a client-specific view with relevant information while keeping confidential details hidden from the client.
Create an end-to-end digital journey for mortgage advisory, offering a unified omni-channel approach.
Improve the efficiency and effectiveness of client consultations, leading to better customer satisfaction and higher conversion rates.
My contributions
Conducted a thorough review of the decommissioned legacy tool to analyze and understand its previous state.
Facilitated a workshop with Mortgage Experts to map out the as-is journey, uncover pain points, and identify opportunities for improvement.
Defined and articulated the target journey in collaboration with Mortgage Experts to establish a clear vision for the new advisory tool.
Designed and developed a new advisory tool, integrating insights gained from user research and collaborative workshops.
Led weekly design reviews with experts and business stakeholders to gather actionable feedback and refine the design.
Coordinated weekly implementation reviews with the project team and developers to ensure alignment and address any issues.
Research
Defining current state and journey
As the sole designer at the start of this project, I began by defining the as-is state and understanding the current journey for Mortgage Experts and project stakeholders. This involved a comprehensive review of the decommissioned legacy tool and workshops to gather insights into existing processes.
Please note that due to confidentiality parts of the journey map have been blurred to protect sensitive information.
Identifying pain points and opportunities
Following the initial assessment, I collaborated closely with Mortgage Experts and stakeholders to identify pain points and opportunities. Through this process, we aimed to uncover inefficiencies and areas for improvement that would guide the development of a more streamlined and effective advisory tool.
Mortgage Expert testimonial
“It is much easier for me to conduct customer conversations because I can find everything I need in MET. I don’t have to use another system to make an offer.”
Mortgage Expert testimonial