online mortgage platform
Our client — a leading mortgage brokerage company — approached us for consulting support. They needed help defining a vision for an innovative online broker portal.
*This project is protected by a confidentiality agreement. More details can be shared during an in-person interview.
Service design workshops for a new innovative portal.
summary
- 10+ stakeholders
- 1 month (August 2025)
- 3 full day workshops
- evaluation of the current customer journey
- secret customer testing
- proposing a blueptrint for the new service
Together with my coworker, I was responsible for:
- designing the workshop concept,
- conducting the workshops,
- mapping and analyzing the current process,
- creating user stories and personas,
- defining a market benchmark for similar services,
- summarizing all findings,
- developing a script for a showreel that presented our conclusions.
my role -leading the workshops
phase 3 - new vision
The final outcome of this project was meant to be a showreel presenting a new vision for our client — a guiding concept and an ideal future-state solution they could work toward.
Our last workshop focused on defining this perfect solution. We prepared a high-level blueprint of the future service, including the customer journey and supporting evidence for each step.
Based on this blueprint, we then developed a “screenplay” that served as the foundation for the UI and motion designers who created the final showreel.
phase 2 - users and their journeys
During the second workshop, we focused on all the personas we were designing for and mapped a user journey for each of them.
This led to a lively discussion about pain points and opportunities at every stage, as well as the obstacles we would need to either accept or address — including technological limitations and legal constraints.
By the end of the session, we had created a blueprint of the current service, highlighting clear areas for improvement and change.
To deepen our understanding of the user experience, I also acted as a “secret customer” and documented my entire journey through the process. This exercise revealed significant gaps — proving that the management’s perception of how the product works did not always match the actual experience.
details
To improve the digital experience, we first needed to understand the current process, its pain points, and areas for potential improvement.
During the first workshop, we focused on understanding our client’s business model and their goals for the new solution.
We also identified key competitors on the market and analyzed what insights we could draw from them. We also identified biggest challenges that we have to face.
The third set of tasks focused on the company’s current values and the values they want to reflect in the new service. We also worked on identifying pain points for secondary users — the company’s employees.
By the end of the day, we had defined seven key conceptual pillars that we wanted the new service to embody.
phase 1 - anlysis
The management’s perception of how the product works not always match the actual experience - do a double check of the processes you are to improve. Ask uncomfortable questions -why ,why, why - to get to the bottom of it.
what I’ve learned
Creating a vision for an online service that is very firmly based on the in person experience.
the biggest challenge
Strona zrobiona w WebWave.