Product Designer - Portland
Product Design, 2018
In 2017 I moved to Australia to work for Bankwest. I was part of a large team who handled home loans. I worked with our team on research and designs. I was heavily involved in the redesign of loan mortgage insurance, automated full valuations, and the end to end flow.
Applying for a home loan is one of the biggest and most challenging life decisions someone can make. Bankwest holds the keys for some of the most important decisions for these people. Our goal was to provide an easy and trustworthy home loan process for Bankwest's customers.
How our customers apply for home loans
To understand the homeloan process further, we conducted usability tests and user interviews. This happened multiple times in iterations on the current designs and later in the design process to test our design decisions. I personally ran a few of these sessions and observed on many others. When observing the particpants we would ask them to think out loud and often times record our sessions. After these sessions were over we would collect all the insights.
A look at current data
Findings from research
While there were a number of issues with the current application for this case study I am going to go over findings from the redesign and process improvements. The pain points I primarly researched involved loan mortgage insurance, dispursal of documents, and automated valuations. We worked closely with the service design team to identify process improvements.
Problems with the home loan process
It is unclear to the customer where their application is in the process. Customers have a hard time understanding loan mortgage insurance. We are making customers work for the valuation of their home.
Design and ideation
The team and I went through several rounds of design and interations. We had weekly checkins with stakeholders, bi-weekly interviews with customers, and daily checkins with each other. Often times while working on a problem the information would overlap with what a design team member was working on elsewhere. Our communcation and collaboration was key to the design. Below are the designs I had a large hand in delivering.
Behind the scenes
Not all design we worked on was screen based. In fact very little of our design work affected the interactions of the application. During this step in the process the application triggers a valuation on the home based on the customers info. The first phase of the project (tested with a small group) if the customer could not be provided an automatic valuation of their home they would be pushed to the old application. Towards the end of my time at Bankwest we allowed full valuations to come through the application.
A phased release cycle
We released the applicaiton in a multiple steps. The first release was to a small select group of particpants applying for a home loan increase. If customers didn't fit the scope of work we would have them use the old application. We slowly released updates every quarter.
Designing for financial institutions is a challenging and rewarding experience. There is an endless amount of competition from up and coming startups pushing institutions in the right direction.