Designing The Future State of Home Loan Servicing
The Problem Statement:
How might our team help the client reimagine what the mortgage servicing experience could look like, particularly in response to some of the trends driven by Covid 19, with the focus being building a lasting relationship between the lender and the customer?
I co-faciltated a design workshop, the goal of which was to focus on key moments in the app experience as outlined by the stakeholders: Log-In, Know-Your-Customer, Home Value and Payments​ which helped the team quickly ideate & align on initial design concepts. This led to the next phase of our discovery as we began to boil down initial insights from interviews we conducted with Loan Officers, a big part of what helped to develop and align on personas.
While the next generation customer experience will include the standard base and core functionality and must haves (easily make a payment, setup a payment, setup auto payment, disable payment, obtain monthly statements, amortization schedule(s), tax statements, payment history, verification of mortgage, payoff quote, allow ease of communication for attorneys, closing agents, title company representatives, insurance agents, executor of estates, etc) there were a number of differentiators we identified in our design workshops that we explored: providing a holistic view of the customer's home in their community. How do changes in their home and community impact overall financial health? How can they increase value of home and investments? We introduced and explored concepts of voice activation, augmented reality implementation and third party api use ( Next Door app, Zillow, etc)
Medium fidelity wireframe of customer experience signing in and using augmented reality feature to aid in visualizing home repair, additions, etc.
Final Look & Feel
Prototype of AR feature
We mapped the digital future state of the lender's client relationships through 3 different points in time: the 1 month look (the initial opening of account and home purchase. The 6 month customer landing page, and a pushed out milestone of 7 years. The landing page was divided by 3 main sections we felt resonated the most in interviews. Payments, Home and Community, and the Graph outlook.
I assisted in the visual direction, along with 2 other designers, iterating, prototyping and intaking feedback to continue the iterative process. I also developed the innovative combo search-chat functionality of the application, in an effort to break down a wall of interactivity
