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Enhancing Mortgage Management: Building a User-Centric Online Proposition

Challenge

A mortgage application process is a major source of stress for customers, involving numerous steps, extensive documentation, and long waiting periods that often left applicants feeling anxious and disconnected. Existing systems lacked transparency and clear communication, which created confusion and frustration as applicants were frequently unsure of their status or the next steps required.

The challenge was to design a single-view of the user's application that would provide greater control and clarity by enabling the user to track their progress, submit and review documents, access application tools, and arrange branch visits—all within a streamlined, user-friendly experience.

Role

  • UX Design & Documentation
  • Visual Design using Barclays' FLEX Design System
  • Prototyping Scenarios for User Testing
  • Journey and Process Mapping

Research & Insights

Following a series of workshops with the team to understand the problem, we began mapping the AS-IS experience map that documented an applicants path from exploration to end of term across digital and offline touchpoints.

The map served as a vital tool in developing focused user stories based on known friction, opportunities, and scenarios to inform user testing.

Design

User Testing

We collaborated with an external research agency, EY, to conduct a series of moderated studies involving participants, both individuals and couples, who had recently completed a mortgage application, whether as first-time buyers, remortgagers, or buy-to-let investors.

Key to our studies was participant sentiment around security, document management, understanding of system statuses, transitioning between tools and environments, and use of help and guidance.

We created prototypes that covered each stage of a residential application:

  • Agreement In Principle (Single, Multiple)
  • Document Management (Upload, Edit, Delete, Assessment)
  • Advisor Appointment Booking
  • Valuation
  • Offer
  • Completion
  • Managing Your Mortgage (Support)

While users expressed appreciation for the easy-to-use document manager and the transparency of application statuses, our research revealed valuable, yet troubling, insights:

  • Security Concerns:Participants frequently highlighted apprehension about the security of their personal and financial information.
  • Technical Complexity:Another significant issue was the technical challenge users faced when uploading documents. Many were unsure about how to convert documents to the required format, indicating a need for a more streamlined, user-friendly uploading process than what was currently possible.
  • Instant gratification:Users anticipated quick updates to their status after completing actions within the portal. The lag between user action, human processing, and system response was noted as a disconnect, pointing to the necessity for near, or as close to, real-time updates.

Outcomes

Although we delivered a polished design solution under tight deadlines, participant feedback from multiple rounds of testing highlighted ongoing concerns about security and document management.

While the outcome differed from our initial vision, the project offered valuable insights into technological and system and architecture barriers.

Despite these challenges, the team contributed significant value to other project streams by sharing insights that improved journey efficiency and enhanced customer satisfaction.

Let's Talk

Are you passionate about driving value through building compliant, consistent, and accessible digital experiences? If so, get in touch today.


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