My Role
As a Service Design Consultant for CIBC’s Mortgage Team, I Ied the prototype design, storyboard creation, and service blueprints. I also took part in conducting UX research and creating user stories.
Duration
May - August 2022
Team
One Senior Manager and one Senior Service Designer
This project is NDA protected so some information has been excluded.
Digital Mortgage
Application Portal
A platform enabling clients to apply for and track
their mortgage online
Overview
The Problem
CIBC clients expect to be able to apply for a mortgage online, which is an unmet need currently fulfilled by our competitors.
The Solution
A digital mortgage portal where clients can submit application documents online, monitor their status, and access resources.
Objectives
What our goals were
Improve user confidence
Improve transparency of the process
Reduce user effort
Improve user trust
How we achieved them
We used our research findings to define our two main design objectives. These included:
Providing the right visibility into the process
Preparing clients for what is coming next
Reassuring clients that the process is moving forward
Facilitating just-in-time support
Helping clients make informed decisions
Enabling clients to zoom in and out of details and learn at their own pace
The Impact
These findings are based on responses from 75 Canadians who have purchased their first home in the past 18 months. Participants ranged in age, location, and income.
97%
Agreed
89%
Agreed
96%
Agreed
96%
Agreed
Contribution
My Role in the Project
6
Interviews
2
Usability Test Rounds
10
Competitor Audits
3
Rounds of Iteration
11
Design Guidelines
18
Process Maps
1
Storyboard
2
Presentations
A Job Well Done
After presenting the project to the Senior Vice President of Digital Enterprise and Innovation, my work was recognized through the Moment Maker Program which is CIBC's awards platform. This was given to me by the Senior Director of Service Design and Process Engineering. I'm sincerely grateful to have worked with such a great and supportive team!
Learnings
Challenges
Navigating stakeholder feedback that contradicts the user's needs
Understanding complex backend processes and how they impact our proposed solution
Balancing the needs of everyone using the platform, from clients to mortgage advisors
Key Takeaways
1.
Quick prototypes are worth 1000 meetings.
2.
Support qualitative data with quantitative data to maximize stakeholder buy-in.
3.
The methods taught in UX courses are only guidelines. Adapt as needed.
Contact me to learn more!
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