Landlord Mortgage Manager
Collaborating to create a new mortgage account system. Allowing customers to manage their mortgages online. Reducing demand on the call centre and allowing customers to self-serve for the first time.
Overview
Facilitating self service
Working as part of multi discipline team of designers to create a system to allow customers to create an account and view their mortgage details online.
Allowing customers to self serve. Reducing call centre demand, improving efficiency and customer experience.
Client
Nationwide Building Society
Role
User experience design, User interface design
Role
Figma, Axure RP, Miro, Adobe Illustrator
Using user persona’s to help shape the customer experience.
Competitor analysis & refinement
User research and competitor research helped to understand the core needs of both our customers the business.
The tool would be catered towards landlord mortgages:
Users with multiple properties on a single mortgage
Users with multiple mortgage parts (Further advances)
Joint account holders
We had a number of technical challenges, due to the system capabilities users would only be able to view one account at a time. Further work will be done to create an account, and provide 2FA so users can see all of their accounts in one place. This piece of work would be the building blocks for that future iteration.
A priority guide for the main dashboard translated into a wireframe of the pages design.
Ideation
We started by outlining key features from both a business and customer perspective. I introduced priority guides, enabling a content-first approach that helped the design team focus on structure before diving into UI details. This method allowed us to quickly define essential elements of the journey and gain stakeholder buy-in early.
The framework was then translated into high-fidelity designs, giving the team and stakeholders a clear vision of the tool’s look and feel. Once approved, I created comprehensive design guidelines in Figma, ensuring engineers had clear documentation on component behaviors and interactions.
Protyping and usertesting
Before progressing to a build phase I created a high fidelity prototype of the tool so that we could user test our designs and validate our hypotheses. Using Axure I was able to create a realistic prototype featuring complex validation rules and dynamic data.
The landlord mortgage manager homepage designs
The results
No major usability issues were observed during testing, but highlighted some smaller details that we’d need to change, such as label names and page headings, which we updated for greater comprehension and retested.
The tool is now live and being used by customers. We are currently building out the next phase of the tool which allows for a full multi account view as well as two factor authentication.
Logins completed
67,000
Conversion rate
63.3%
Statements requested
60,474
Sessions started