Application Trackers 🔀
The Home Loan Application Journey
There was gap at NAB when it came to tracking Home Loan Applications.
We started looking at an end to end experience to enhance the application tracking ability throughout our 3 main users.
Design phases
Discover
‍Project scoping
User Research
Workshops
Process mapping
Define
‍User Journey Maps
Research validation
Edge case definition
1 on 1 Interviews
Develop
Wireframes
Prototyping
‍Metric testing
Deliver
Dev build support
Future enhancements
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Designing for who?
Customers, Brokers & Bankers
Designing why?
- Low visibility between Customers, Bankers & Brokers throughout the application process
- Results in Brokers calling over 600 times a week to Broker Response Centre at NAB, querying the status of applications
- Back and forth communications through multiple channels between bankers and their assessors, extremely difficult to track a long list of freehand notes
Key pain-points with current experience:
- Customers did not have any kind of way to track applications
- Customers would heavily rely on banker/broker communications
- Banker and brokers track applications across multiple platforms, through a trail of notes between themselves and assessors.
Building a consistent experience
The application trackers will combine the Home Lending Experience for all audiences into one way, meaning:
- Clearer transparency across the each user during the home loan journey
- All users will see similar information across the whole journey.
- Customer can call their broker/banker, if they need to and Banker/Broker, will see the same details as their customer.
