Eligible

Eligible

UX UI Design

The challenge:

As a homeowner is often difficult to keep up with the information you need to manage your mortgage. Financial jargon and scattered articles don't make it easy. On the flipside, mortgage providers find it hard to keep important information about their customers.

KEY FINDINGS:


When it comes to mortgage management, the biggest factor of resistance is related to difficulty to make informed decisions. Empowering users to read about their mortgage at their own pace, with well displayed data and accessible friendly articles, helps them to demystify the decision making process, ultimately leading to renewals.

WHAT I LEARNED

When usability testing is not possible (for Eligible testing was a privacy concern) creating simple and linear user journeys is a must.

As sole designer I also learned that stay organised, documented and having a solid file structure was very helpful when going through rounds of QA with developers, who were working two sprints behind me.

When it comes to mortgage management, the biggest factor of resistance is the difficulty in making informed decisions. Empowering users to read about their mortgage at their own pace, with well displayed data and accessible, friendly articles, demystifies the decision making process, ultimately leading to renewals.

KEY FINDINGS


When usability testing is not possible (for Eligible testing was a privacy concern) creating simple and linear user journeys is a must.

As a sole designer I also learned that staying organised and documenting the process clearly was very helpful when dipping in and out of different projects and QAing with developers working two sprints behind me.

WHAT I LEARNED

TEAM & ROLE

I worked in a team of 2 as Product Designer with a Product Owner for 12 months

WHAT I DID

Gathering requirements, sketching wireframes, implementing design system, creating UI and high fidelity prototypes, usability testing.

WHAT I DELIVERED

Wireframes, Design system, UI, asset and documentation to guide software engineers shipping Eligible products


PROJECT OUTCOME

Data visualisation tools for Mortgage providers and ad-hoc journeys for Eligible partners. An easy to navigate library of tailored content for mortgage owners

Defining the key information for mortgage owners: "Your current situation" page

We automated the process to notify home owners when their current mortgage product is about to expire and they should switch to a new product.

This process was previously handled by lenders contacting costumers via phone, which often generated chaos and confusion.

I created a low-friction user flow based on emails to alert the user about their expiration and direct them to their mortgage information page.

This page, as the rest of Eligible's product, is designed to be white labelled and adaptable to any brand in order for the users to perceive the experience as native to their lender.

When users are correctly informed about their mortgage they are able to make better decisions and more willing to switch to a new product. Additional educational content is also available on the page to help users find information they are most likely to seek at this stage.

Building a low-friction education pack to convert new leads

The success of "Your current situation" page led to one of the partners (Vida) to ask for their own version with a custom made education pack, the creation of flexible templates and a tailored user journey.

The aim of the education pack is to inform and encourage users to read all the content and at any point during the reading of the article being able to request a call from the lender.

When the user hits the button "request a call back" their data are added to Eligible's mortgage providers database. Those requested are logged as high priority or "hot leads" so mortgage providers can action them immediately.


Once the user has requested a call back, they can also start to answer questions related to their existing mortgage situation in order to speed up the process.

KEY FINDINGS


When it comes to mortgage management, the biggest factor of resistance is the difficulty in making informed decisions. Empowering users to read about their mortgage at their own pace, with well displayed data and accessible, friendly articles, demystifies the decision making process, ultimately leading to renewals.

The flipside of Eligible: Helping mortgage providers to easily access data and track team performance

Building a low-friction education packs to convert leads for partners

Building a low-friction education pack to convert new leads

Many of the challenges reported by mortgage operators relate to the challenge of retrieving customer's information at the appropriate time.

Most of my work focussed on organising and displaying data efficiently to help them in the task.

The success of this design lead to one of the partners (Vida) to ask for their own version with a custom made educational pack and the creation of flexible templates.

The success of "Your current situation" page led to one of the partners (Vida) to ask for their own version with a custom made education pack, the creation of flexible templates and a tailored user journey.

Monitoring performance was also an issue, especially for large teams, where it is important to estimate the volume of upcoming sales.

I developed a dashboard to allow them to see at a glance and in multiple formats performances and estimation of future renewals.

The dashboard featured different levels of permission and the ability to visualise data in multiple formats.

The aim of the educational pack is to educate and encourage the user to read all the pack while being able to signal the interested of being contacted, at any point.

When the user hit the button "request a call back" their data are added to Eligible mortgage providers interface, an internal tool to archive and prioritise "hot leads", costumer interested in remortgaging.


Once the user has requested a call back, can also start to fill up questions related to their existing situation, in order to speed up the next steps.

The aim of the education pack is to inform and encourage users to read all the content and at any point during the reading of the article being able to request a call from the lender.

When the user hits the button "request a call back" their data are added to Eligible's mortgage providers database. Those requested are logged as high priority or "hot leads" so mortgage providers can action them immediately.


Once the user has requested a call back, they can also start to answer questions related to their existing mortgage situation in order to speed up the process.

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Recruitment and User testing

Looking through layers of glass, the renders follow rays of light and capture majestic refractions and reflections emerging on the intersection of the transparent objects.

Setting a mood through the flowing movement of colorful gradients, the film reveals the atmosphere and the soul of the collection.

The flipside of Eligible: Helping mortgage providers to easily access data and track team performance

Many of the challenges reported by mortgage operators relate to the challenge of retrieving customer's information at the appropriate time.

Most of my work focussed on organising and displaying data efficiently to help them in the task.

Monitoring performance was also an issue, especially for large teams, where it is important to estimate the volume of upcoming sales.

I developed a dashboard to allow them to see at a glance and in multiple formats performances and estimation of future renewals.

The dashboard featured different levels of permission and the ability to visualise data in multiple formats.

Previous Project

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WHAT I LEARNED

When usability testing is not possible (for Eligible testing was a privacy concern) creating simple and linear user journeys is a must.

As a sole designer I also learned that staying organised and documenting the process clearly was very helpful when dipping in and out of different projects and QAing with developers working two sprints behind me.

Previous Project

Next Project

hello@ilariaoberto.com

Linkedin

Dribbble

Resume

Medium

hello@ilariaoberto.com

Linkedin

Dribbble

Resume

Medium

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