Mortgage Experience
Back in 2014, USAA products all enjoyed member satisfaction scores in the 90s. Except for mortgage. Their score was 64. I was recruited from the design team to help fix the experience. After our work, scores were in the 80s and rising. Here’s how we did it…
My role
I was one of the Mortgage Product Managers at USAA Bank during this program. Being in “the business” gave my team and I a unique opportunity to affect rapid change. We were the decision makers. We were able to operate with authority instead of just influence.
What I did
Worked to understand the current state of the service and documenting in a service blueprint
Used member insights, competitive data and analogous inspiration to create a vision for the target state
Led design sprints with executives, partners and members
Helped prototype, test and pilot the target state
Helped build roadmaps to implement our recommendations
Acted as Digital Product Owner for “Mortgage on Mobile”
Redesigned the printed mortgage application and pre-qualification packet
Our Partners
One of the most important things we did was to build a member journey map that helped internal partners have empathy for members who were going through the mortgage process.
Before
