Product Design, 2018
In 2017 I moved to Australia to work at Bankwest. I was part of a large team who handled the home loan enterprise process. I worked with our team on research and designs. I was heavily involved in designing loan mortgage insurance, automated full valuations, and the end to end flow.
During my year we ran multiple sessions with real customers and internal colleagues on the customer journey, user tested paper prototypes, ran workshops with internal stakeholders, and iterated on designs.
Through paper prototypes, high fidelity usability tests, workshops, and working with the service design team we collected all our feedback and identified our core problems.
Customers expect not to be asked the same question twice. If we could save the information to something like an API we could make the information scale across the organization.
Rate is the bait but is not the final hook for customers. Transparency of what we are asking for and why are the key influencers for both customers and brokers.
Colleagues and Brokers had little to no consistency on how they produced automated valuations. The users were using multiple tools which is a large chunk considering 30% of our customers use an AVM.
New colleagues and customers did not understand LMI, 76% of our customers have LMI, most colleagues calculate with manual tool.
Some of the final designs for the first round of the design in production. I owned three parts of the product: security, product, new account.
AVM in one area to valuate 30% of loans
Automation of full valuations, removing one internal team completely
Reducing the 10 days of dispersal of documents down to 2 by digital signing
Clear picture of why a customer needs LMI (work in progress)
Overall we have shortened the average loan span by 32 days depending on the customers circumstances.
Reduced the amount of information we ask customers. We are able to reuse customers information throughout many of our apps.
We have automated valuations of houses within the app and at the end of the application we now support digital signing.