Discover Home Loans

My team and I worked with Discover Home Loans to rethink their mortgage creation process.

By taking a user-centered approach we developed a new digital platform that brought much needed simplicity and clarity to the loan process, while also helping Discover to foster long-term relationships with their customers.

 

Research : Living the Problem

Buying a home is often a dream.

But, from the customers perspective, one thing was very clear; the reality of the home purchasing process is complicated…  
and frustrating.

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We conducted contextual observations with borrowers and bankers in different markets across the country.

Our team sifted through loan documents, sat in on phone calls, followed loans as they moved along the process, mapped customer journeys, performed competitor audits, and even went as far as applying for home loans and refinancing mortgages; all to get as close to the problem as we can.

Design : Homebase | A Responsive Mortgage Management Website

Discover has no physical branches or locations, so their main point of connection with their customer is primarily by phone.

Our approach: make a better telephone…   a “home base” for all the customers communications, questions, and documents. 

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We brought clarity to the experience by creating a welcoming dashboard that lets the customer know exactly where they are in the process.

We also removed frustration and confusion by only communicating what they need to know (or do) right now, not 10 steps from now. And, when the next steps are in our court, we let them know they can kick back and relax for a bit.

The execution is a single responsive site for customers that goes anywhere they do. They can review information, sign documents, and complete a loan from anywhere…   

even at a Cubs game.

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