THE COMPANY WANTED TO....
Improve the customer experience during the entire process of mortgage loan
PROJECT SCOPE
Create a diagnosis of the user experience for the mortgage loan product of Interbank (end to end). Identify the pain points and define the challenges that would become in independent projects aiming to improve the experience of the mortgage loan customers.
THE RESEARCH
INSIDE THE COMPANY
We organized a workshop for employees of Interbank that were involved at some point in the mortgage loan process, what we were aiming for was to acknowledge the problems and pains through the entire process. At this point we discovered another point of view of the pains because we understand how the problems inside the company affected the customer experience.
OUTSIDE THE COMPANY
We did interviews to people that:
- Just asked for information at Interbank
- Asked for a mortgage loan at Interbank but didn't finished the process
- Asked for a mortgage loan at Interbank and it ended in the disbursement
To choose the interviewees we had some hypothesis about the persons motivations:
- Young couple who wanted to buy their first house
- Parents that had been paying rent for too long and wanted a house for their own
- Single persons who wanted independency
QUANTITATIVE RESEARCH
To try to quantify the information we also did telephone surveys, there we quantify which part of the process were the most painful for the customer.
INSIGHTS
We discover the following insights from the qualitative and the quantitative research:
- People choose Interbank just because is the bank that finance their construction project
- People think that Interbank ask too much information to evaluate their finances and also they rated as bad the time that they have to wait until the bank answer after the evaluation
- People doesn't understand clearly the process and they think that the people that offer them the loan doesn't know the process either
- People doesn't know why an when they have to pay for the processing fees
- People complain a lot about the assessment during the process
- 59% of the interviewees prefer to use not required presence methods to ask for information
DEFINING THE CHALLENGES
After the research we understood all the pains and talk to the business managers to try to focus the project, then we defined 5 challenges and each one became an initiative that was worked as an independent project
This is what I learned......
I practiced a lot of research methods, so in this project I think that what I value the most is how much I was able to emphasize with the people from different places, people that was making real the dream of having their own house so understanding their experience was really enhancing.
