Project summary

Design an app for Mortgage Brokers to enable them to manage the end to end mortgage application process for their clients. This project is a disruptor in the mortgage banking market looking to leapfrog Santanders competitors and widen their business offering. A partner app experience for Santander customers has also been designed to enable them to track their brokers application or make a self service application themselves.

Deliverables

Enable Santanders mortgage brokers to:

· Create new mortgage application cases and reduce time to completion

· Manage existing mortgage applications and improve accuracy of data, automate open data access, reduce question sets etc

· Access an archive of completed mortgage applications and improve systems integration

· Track cases (status)

· Upload and manage evidence documentation

· Access mortgage product information

· Access 2 way chat between customer and broker

· Case progress notifications

· Communicate with underwriters

· Access quick decisioning

· Dashboard for metrics and access to features

Discovery

Empathise

· We visited a number of brokers in their workplace and shadowed them to define users

· We profiled broker variants and captured personas (Estate agent broker, Builder agent broker, International broker, Business Delivery Mangers etc)

· We profiled broker roles and tasks (capture existing problems)

· Captured best practice across the leading banks in the mortgage market (eg Halifax)

Examples of potential experience improvements:

· Understand how to integrate more closely with brokers fact and Decision in principle systems

· How to streamline the sharing of documents between broker and lender

· Make it easier to document and export communication history

· Make it easier for broker admin staff to track the status of cases

· Enable brokers to access more information on decline reasons

· Make it easier to view case history adn progress

· Minimise admin work on cases

· Make it easy to edit and clone cases

· Help to minimise rework of cases

· Make it easier to query issues on cases with live chat

· Make it easier for brokers to make enquiries with underwriters at underwritign stage

· Make brokers feel more comfortable about their clients seeing updates on their case progress

· Help brokers increase customer satisfaction to retain them for future business

· Redesign the metric gathering experience

Define and Ideate

· Figjam boards created to capture all feedback from broker research

· Design solutions created in UX workshops

· UX team split into workstreams for different parts of the mortgage lifecycle

Prototypes

· Low fidelity prototype designs of mortgage journey created and iterated (multiple test cycles) on to define data, heirarchy and structure

· High fidelity prototypes created once 80% of design has been validated to use for final test cycles

Test

· Multiple test cycles to validate sections fo the mortgage journey

· Test results analysed and captured in reports

· Feedback implemented in new designs