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Santander mortgage broker app
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
Accomplishments
· User experience of Broker journeys designed and validated
· Data structure redesigned to improve speed of completion
· Question sets improved and streamlined
· Automation and reuse of data sets implemented
· Help implemented to improve usability
· UI designs created to conform to Santander design guidelines in parallel with Salesforce component libraries
· Mortgage journeys for app captured and validated with brokers
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