Online mortgage calculators

The challenge

To design and develop dynamic calculators to help existing mortgage customers view and understand mortgage products that are relevant to their situation, before applying online.

As a result, we could reduce processing time and simplify the online mortgage experience for users and colleagues.

How I approached it

• embedded myself within the mortgages product team to learn the nuance and complexity of mortgages
• worked closely with legal teams to make sure all the content was compliant
• crafted a repeatable content hierarchy and pattern system to accommodate 100+ product pages and variants
• designed a scalable input and error messaging matrix in collaboration with the developer

The result

We reduced the time it takes for a customer to switch their mortgage with the bank from two weeks to three days, and removed 40 calls/month into the bank’s contact centre.

After this, we quickly ported the calculators to the Bank’s mortgage broker-facing website: Platform.