Landlord Mortgage Manager

Competitor analysis & refinement

As a team we conducted user research to help understand some of the core needs of the user as well as the core business needs. We also looked at competitor examples from within the industry to help understand how some common problems had been tackled previously.

Over several refinement sessions and stakeholder meetings we began to refine the scope for the new tool. At the very least we’d need to allow users to view key details such as, balance, next payment date, [Add more here]. We’d also want to allow them to make requests such as amending their direct debit payment date, and requesting statements. Due to the fact that that these would be landlord mortgages we’d need to cater for:

• 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 would be done to create an account, and provide 2FA so users could see all of their accounts in one place. This piece of work would be the building blocks for that future iteration.

Ideation

We began to block out key features both from a business and customer perspective. I proposed using a process called priority guides which would allow the design team to take a content first approach to the design, allowing us to quickly block out key features of each part of the journey without getting bogged down by the UI. This worked well for getting buy in from stakeholders quickly

Slowly I then began to take this framework into higher fidelity designs which would allow the team and stakeholders to understand exactly how the tool would look and feel. Once the design we signed off I created comprehensive design guidelines within Figma to allow the engineer to understand expected behaviours for each component.

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. Testing showed no major usability issues 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.