Project Description

Interbank approached us (amable) with the desire to transform their home mortgage service. It made business sense: It was by far the biggest loan a non-business client could ever take, and the experience was pretty awful (At that time i was actually taking out a mortgage from them too, so I was researcher and user for the first time in my life) Given the business-only focus of the question, we reframed the problem and asked ourselves: how could we improve the end-to-end homebuyer's experience, given the bank was only involved in a part of the process?

We proposed a qualitative, User Centered research to understand Interbank's current client's home buying process and needs. The project involved leading an agile multidisciplinary table of 5 interbank employees through research and conceptualization processes of the new service. As a result, we proposed a new hybrid customer service model (physical and digital) that capitalized on previously unidentified moments of truth and turned them into business opportunities.

Project Contribution

I co-led this project with Lourdes Martinez, Senior Service Designer and partner in Amable at the time. As a co-leaders, we designed and executed the research process and trained the bank's internal team as the project moved along. Lourdes and I directed research activities and participated in most research interviews (however, part of the team's training involved conducting the interviews themselves)

Deliverables included user personas, a service design blueprint of today's mortgage process, a desired customer journey map for the new service, discovery insights and a new conceptual service model for the mortgage experience. Interbank continues to implement and improve the service we proposed up to this date.

This project's details are business sensitive. Please contact me to discuss any further details.