Newrez Mortgage Application

The Newrez mortgage application is fully-digital tool that empowers users to buy, sell, and refinance homes in an all-in-one experience.

Agency • Targetbase

Client • Newrez

Role • UX Designer (Solo)

Timeline • 3 months

Platform • desktop, mobile, tablet

Tools • Figma

 

🎯 Objective

Conduct a comprehensive overhaul of the client's website and mobile apps, going beyond a simple redesign of the look and feel. Revamp the user experience while simplifying the interface and driving innovation for enhance usability.

❗️Problem

Newrez’s website and mobile apps lack intuitive design, consistent usability, and modern features leading to user frustration and reduced engagement

  • Triggers across all digital platforms.

  • Two main Purposes: Landing & Servicing purpose

  • Micro services

  • Whatever we're building up for NewRez, it would be a value add for private label clients.

  • Looking for IVR Al or automated servicing to accept payments, etc.

  • Localized Personalization, relatable, voices, accents localized.

  • Painful manual live chat embedded into the servicing portal with live agents monitoring live chat inquiries. Not the most effective. Looking for Al
    chat workflows to service clients.

Client innovation interests

  • Marketing Cloud personalized experiences

  • Looking to unlock personalization in new architecture

  • Event-based use cases

  • Would like to start introducing containerization within customer interfaces to consume marketing cloud content with seamlessly presented
    across digital experience.

  • Digital Self-Serve: Implementing Al Digital assistant chatbot which will unlock and extend the ability of engagement. List of prioritized prompts to
    arrive at a very specific user journey and intent.

  • Opportunistic Chat-Bot: Savings, offers, utilizing data points.

🕵🏻‍♂️ Research

Competitive Analysis

This is done to discover who the market leaders and competitors are, what separates them, and what are their trends. Who are we up against? What are we up against?

 

User Persona

Creating a persona is helpful to reference when thinking about which type of user we’re likely to be dealing with. Considering things like:

  • Goals

  • Frustrations

  • Ideal experience

  • Buying behavior

  • Technology usage

 

User Journey Map

Now that we understand some of the motivations and frustrations of our users, it’s time to try to empathize what the home-buying experience might feel like for them. Outlining the digital home-buying experience is important because that’s the primary goal of this product.

👨🏻‍🎨 Design

Design System

Let me just start off by saying this client did not have a design system or any components to work off of (besides brand colors and typography). Local project-level components were created for this project. Style choices were ran by the stakeholders for buy-in which was intended to kickoff a new look and feel for their products.

Mid fidelty

In most cases I’d start with low fidelity screens and sketches but because of the heavy use of AI during the ideation and sketching phase I’ll jump right into mid-fidelity. Early on after research my timeline for this project reduced very quickly on me.

High Fidelity (Desktop)

High fidelity in desktop was designed and approved first because it was easier to present the designs holistically on a desktop view to stakeholders.

High Fidelity (Mobile)

Converting the desktop designs to mobile was quite easy thanks to auto-layout and the card-layout patterns that were established on desktop which allowed the designs to respond nicely.

 

✅ Conclusion & Next Steps

No project has perfect conditions. Although this project was shorter than expected I still delivered solid value to Newrez, completed the all requirements, and hit on the innovative client requests. As much of the time-crunch pressure that I felt, our development team felt it much more, so there’s that.

For next steps I would test this and iterate on incremental enhancements. Perhaps look into a more customizable dashboard.