Global Banking and Financial Services Company (cannot provide name due to confidentiality)

The client was struggling to stand out in the competitive UK mortgage and remortgage market.

The existing process lacked a unique value proposition, failing to engage customers throughout the mortgage application journey.

Key challenges included capturing and maintaining borrower interest and creating a streamlined, trust-building process.

Conducted extensive user research, persona development, and user journey mapping to pinpoint pain points and opportunities.

Led stakeholder workshops and competitive analysis to understand the current landscape and customer expectations.

Ensured all insights translated into accessible design by embedding WCAG 2.0 AA compliance from the outset.

Designed a customer-centric platform integrating mortgage application, research, comparisons, and financial planning tools into one seamless environment.

Deliverables included mobile and desktop wireframes, prototypes, and inclusive, accessibility-compliant designs.

Utilized iterative design and testing, informed by user insights, to streamline workflows and enhance customer trust throughout the application process.

The new platform was recognized as an innovative solution, earning a place on the client's strategic roadmap.

Results included improved customer satisfaction and loyalty, with the solution aiming to differentiate the client in the mortgage market.

Reinforced the bank's reputation for delivering customer-focused and innovative financial solutions while ensuring GDPR compliance and responsible data handling practices.