Rethinking the mortgage application process

Speaking to a mortgage advisor can be a slow, difficult, and emotionally draining thing to do. One of the UK’s largest mortgage providers realised that and wanted to rethink how it could be done better.

A process that’s better for customers, advisors, everyone. Offering better advice, more transparently, and twice as fast.

Working with stakeholders and customers, I mapped out the entire journey – the business processes, regulation requirements, and the customers' thoughts and feelings at every step.

From this process I designed paper prototypes and worked with stakeholders on how to create a flexible dialogue between staff and customers that conversational


Strategy x Design

London, UK

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