Application for pre-qualification, pre-approval, and full mortgage

Client: Roostify
Role: Design Manager, Creative Director
Date: December 2022

Summary

Create a strategy with product and engineering to improve the user experience of an online mortgage application. My role was to supervise and provide creative direction for a designer from an agency for proof of concept. Guide my direct report to create the architecture of the journey, and translate the proof of concept to high fidelity designs.

Problem

The URLA (Uniform residential loan application) did not have clear indication as to what information was required versus optional. This meant that the applicant had to fill in the same form regardless of their stage in the loan process, pre-qualification, pre-approval, full application.

Users

Our users were anyone who was applying for a mortgage, estimating how much home they could afford, or applying for pre-qualification.

Goal

Design an application flow that had a better user experience, reduced the number of optional fields, and more closely matched an applicants mental modal.

Process

For this project we did many usability tests, A/B tests, and preference tests, along the way because of the sheer size and complexity of the project. We gathered both qualitative and quantitative data to help drive design decisions.

• Identify the required fields for all of the application types.

• Create a dynamic question flow with multiple if/then scenarios.

• Design high fidelity prototypes based on user type

Results

Question flow was broken down into an easily digestible format that didn’t make the user feel overwhelmed by such a complex application. Foundation of a design system was created that future designs could use.