ipoteka.center
The digital mortgage SaaS service is designed to simplify the mortgage application process.
Role in the project
Lead designer
Description and main achievements
Introduced strategic enhancements to our digital mortgage service, resulting in streamlined processing, improved user experience, and a marked increase in application completions
Improved activation rates by
20%
with the introduction of a welcome page
Reduced bounce rate by
70%
on mobile devices with a customized version for mobile and tablets
Reduced the number of errors in filling out the application by
30%
by creating a tool to analyze processing work
Increased conversion to transaction by
25%
with improvements to the mortgage calculator interface
Reduced the time to fill in the questionnaire by
1.5
times with the help of a concise design
Created two side-products using low-code without development to test hypotheses cheaply and quickly
Conducted over
100
in-depth interviews to understand in detail the context, needs and pains of users
Key values
60+
conducted job interviews for searching interface designers
160+
product features in production
100+
customer development interview
JTBD and custdev
JTBD helps us understand the fundamental tasks our customers need to accomplish, guiding the design to meet these specific needs.
Subject
a 40-year-old mortgage agent with over 15 years of experience in the industry.
Main Job-to-be-Done
Provide clients with suitable mortgage options and guide them through the mortgage process
Related Jobs
Build and maintain strong relationships with clients, real estate agents, and other industry professionals.
Stay updated on the latest mortgage products, market trends, and regulatory changes.
Manage and organize client documentation for the mortgage application process.
Provide clear and comprehensive explanations of mortgage terms and conditions to clients.
Resolve client concerns and queries in a timely and effective manner.
Pain Points
Keeping up with the constantly changing mortgage products and regulations.
Balancing the need for thoroughness with the demand for a quick application process.
Managing clients with varying levels of financial literacy and understanding of the mortgage process.
Handling the administrative and documentation aspects efficiently.
Addressing the competitive nature of the mortgage industry and client retention challenges.
Switching Triggers
Seeking a role with greater support in staying abreast of industry changes and training.
Looking for a company with more efficient systems for handling documentation and client management.
Desire for a work environment with a stronger emphasis on work-life balance.
Frustration with current company's lack of tools or resources for client education and engagement.
Need for a more competitive compensation structure or growth opportunities in the mortgage industry.
The mortgage process is complicated and can be different depending on the bank.
There are complicated cases, that need special expertise
Time-consuming process of manually tracking all client interactions. Difficulty in maintaining consistent communication with clients, especially during long mortgage processes.
Mortgages require a lot of documentation and information.
Always up-to-date
bank rates
in clear calcucator
Improved Accessibility
By providing a digital service, customers can access the service from anywhere, anytime, regardless of their geographical location or schedule. This solves the issue of limited physical access and inconvenient banking hours.
Efficient Processes
Digitizing the mortgage application process allows for quicker turnarounds, automated document verification, and real-time status updates.
Management Tools
Include features that allow users to track their mortgage payments, view their amortization schedule, and get alerts for upcoming payments. This can simplify the management process for the user.
Education Resources
Developing comprehensive guides, webinars, and workshops to educate clients about the home buying process and mortgage management.
Customer Support
Provide comprehensive customer support through various channels (chat, email, phone). Chatbots can also be integrated for quick resolutions of common queries.
Gratitude to design team
No project truly stands as the work of one. Each accomplishment, each pixel-perfect detail, is the result of countless hours of collaboration, debate, and mutual learning.
Alexey Golovanov
design director
Anastasia Goncharova
product designer
Alexandra Samsonova
brand designer
Anna Lazareva
product designer
Pavel Moiseenko
product designer
Reach out and let's embark on a successful collaboration