SUMMARY
QuestMortgage, a relatively new and exclusively online mortgage broker, provides a comprehensive range of mortgage products, including variable and fixed-cost options, as well as various repayment plans.
The challenge was to design and develop a user-friendly website that equips homebuyers and homeowners with the necessary tools and resources to effortlessly search for, calculate, and acquire the most suitable mortgage product tailored to their individual needs when purchasing a home or renewing their mortgage.
QUEST
MORTGAGE
ROLE
Senior UX/UI Designer
KEY ACTIVITIES
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Competitive research
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User Research (interviews)
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User stories
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Usability testing
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Stakeholder workshops and management
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User flows,
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Wireframing
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Cross-functional team collaboration.
TimeLine
2019 - 2020
RESEARCH & definition
As a relatively new approach to mortgage lending, our main objective was to gain a deep understanding of the emotional mindset and motivators of both homeowners and homebuyers. Collaborating with researchers, we facilitated user interviews to capture valuable insights the were utilized to craft detailed user stories to help identify value to the user in form of tools and content. Significant time was invested in testing language, navigation and identifying mission-critical features required on the website.
During this phase, we also conducted thorough competitive analysis and performed multiple interviews with homeowners seeking mortgage renewals and new homebuyers. Based on this research, I developed two essential personas that informed our user journey mapping and user story development.
Persona samples
User Story sameple
Content planning
Information Architecture
Following user interviews, story writing, and content brainstorming, there was sufficient information to commence envisioning the potential architecture of the website. The insights gathered provided clarity on the potential navigation structure. However, the utmost priority was to ensure the alignment of our solutions and content with the distinctive value proposition.
This involved ensuring that the necessary resources for homebuyers were readily accessible on the website. Ultimately, it required finding the right balance between offering a self-directed approach to mortgage lending and establishing a clear pathway for assistance if required.
Testing The Navigation
Once the final Information Architecture (IA) draft was developed, the next step was to validate it. To accomplish this, we conducted testing using a reverse card sort methodology. The purpose was to assess whether our users could effectively navigate the site and locate specific information by intuitively understanding the language and taxonomy we had established.
Wireframes
Simultaneously with conducting navigation testing, we also started the development of wireframes. During this stage, I had the opportunity to collaborate with a skilled designer whom I mentored and guided throughout the entire process.
user flows
As the pages began taking shape, it was crucial to prioritize optimizing each page to promote engagement and conversation. Therefore, I also created user flows to capture the specific needs and experiences of different persona types based on their entry points to the site.
Launch
The website was successfully launched in 2021 and continues to be actively maintained and developed at present.
Final DESIGNS
