- Organisation
- The Co-operative Bank
- Year
- 2018
- In a word
- Auditing
The challenge
Existing mortgage customers had to wade through more than 100 individual product pages to understand which mortgages were relevant to them.
We set out to design and develop dynamic calculators that showed people the products that fit their situation, with a direct link to apply online. Done well, it would simplify the online mortgage experience for customers and colleagues, and cut processing time.
My contribution
- Learning the domain: I embedded myself in the mortgages product team to understand the nuance and complexity of mortgages.
- Staying compliant: I worked closely with legal teams to make sure every piece of content was compliant.
- Designing for scale: I created a repeatable content hierarchy and pattern system to cover 100+ products and their variants.
- Getting the details right: with the developer, I designed a scalable matrix of inputs and error messages.
The outcome
The time it took customers to switch their mortgage with the bank fell from two weeks to three days, and calls to the contact centre dropped by 40 a month.
The calculators were quickly adapted for the bank's mortgage broker website, Platform.