NEWREZ
NEWREZ
Home Buying Experience Vision
Home Buying Experience Vision
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Project Overview
Project Overview
I led a small team in defining the future state of the customer experience.
We conducted research into the needs of customers and the infrastructure required to deliver on those needs.
From there we formulated a vision of a customer experience built around achieving prosperity.
My role
My role
- Lead concept development
- Synthesize research
- Develop concept narrative
- Oversee qualitative research
- Conduct quantitative research
- Creative Direction
Tools & Methods
Research: Ethnography, Contextual Inquiry, Design Thinking, Interviews (UserZoom), Surveying (Centiment)Design: Miro, Figma, Ghost, Adobe CS, MS Office, Google Workspace,Tools & Methods
Deliverables
Deliverables
- Experience Strategy & Product Concepts
- Service Blueprint
- Qual. & Quant. Research Synthesis
- Executive Presentation (Website)
Team
Team
- Director of Experience Strategy (Me)
- Sr. Product Designer
- Sr. Product Designer
- Sr. UX researcher
- Illustrator
- Product Manager
About the business
Industry: Financial ServicesMarket: United States & CanadaSize: ~5,000 employeesHQ: Fort Washington, PASpecialties: Mortgage Lending & ServicingAbout the business
Research & Development Activities
Research & Development Activities
Market analysis of trends in home buying and personal loans
Competitive landscape analysis of the mortgage industry as well as adjacent industries like credit cards, online payment platforms, and big-ticket sales experiences
Observing and interviewing customers and employees
Surveying 1,800 recent mortgage buyers
Once patterns started to emerge in the research we were able to identify four customer archetypes. We defined them by their personal motivations, behavioral needs, financial needs, and comfort with new technologies and poducts.
We then created journey maps for each archetype.
We then created journey maps for each archetype.
Those journeys were crafted into an ideal customer experience supported by individual product concepts.
Those journeys were crafted into an ideal customer experience supported by individual product concepts.
The entire strategy was compiled into a vision presented in a company facing website.
The entire strategy was compiled into a vision presented in a company facing website.
Google Sites
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