Project summary

Mortgage brokers applying for mortgages with Santander need the ability to upload and submit financial evidence to support applications. The brief was to create a new application (in Salesforce) to enable mortgage brokers to upload evidence in documents or image formats for their clients mortgage applications. The existing technology was not user friendly and wouldnt communicate with new technology being built in the bank to support this process. The bank didnt want to build the functionality from scratch so we worked with a third partner to create a custom build so it fitted with Santanders mortgage brokers needs. I worked with internal stakeholders and external contractors to deliver a design that fitted with the technical constraints but delivered the functionality and experience required by the end users.

Deliverables

Santanders mortgage brokers user scenarios:

· Broker submits documents and notes to an evidence request

· Broker submits extra info and documents to a submitted request that was NOT ACCEPTED

· Broker submits additional information to a case

· Broker responds to a new request (additional to first set of requests)

Discovery

Empathise

· Understand the needs of brokers when they are asked to provide financial evidence for their mortgage applications

Ideation

· Created 12 versions of concept wireframes from feedback workshops with internal stakeholders and end users

Prototyping

· Created a fully functional prototype based on the user scenarios.

· Created 3 iterations of the prototype based on feedback and observation from user testing

· Created a high fidelity wireframe (following Santanders UI design guidelines) once the user experience had been validated

Testing

· Validated designs at each iterative design stage (11 versions) with internal stakeholders (FigJam board with comments) in design workshops

· Completed 4 rounds of user testing with brokers

Technical

· Worked in collaboration with a 3rd party technology provider

· Worked with internal stakeholders (developers, business process owners and complience) to define the technical framework and environment required