Enhancing Mortgage UX with Strategic Onboarding at Every Step
Knock
February 2022
One of the significant pain points discovered during the Lending CX project was customers needed more consistent communication throughout the mortgage process. After understanding the feedback, we proposed Phased Onboarding to treat each phase as a new chapter of the overall process (which could last up to 1-1/2 years) by educating the user on what to expect, who they would communicate with, along with other important information during the stage.
My role
- Lead UX Designer responsible for creating the overall vision/direction.
- Collaborated with each team’s designer to surface their product.
- Led brainstorming sessions
- Presented to leadership and to get sign-off across the company
- Worked with tech teams to understand the data limitations and worked to find solutions that were repeatable and accurate every time.
Challenges
- Create a clear vision and get approval through the company within 3 weeks with limited PM support.
- Alining the overall process to create standard phases and accurate data to trigger each phase.
Outcome
- Created Knock’s core product direction for all customer-facing products moving forward.
- Since launching, we stopped hearing this feedback around inconsistent communication during surveys and user interviews.
- Created alignment internally of the process in both terminology and data triggers in the process.
Work examples
Only a glimpse into my years of experience.
I would love to show you more and explore how I can add value to your team.
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