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Helping banks make getting a mortgage
less stressful
BARCLAYS BANK - MORTGAGES
Applying for a mortgage is a painful and complicated process, associated with a lot of anxiety and stress.
With this programme, our aim was to design a future-focussed mortgage experience, improve the existing business process to become more customer centric and build a programme team to help deliver this.
There is a desperate need to reimagine this process and make loans accessible to businesses.
Track-It
30
NPS Score
04
hrs
AIP TIME
Improved from
-19 NPS score
From 1 week to get an Agreement in Principle (AIP)
10
PLATFORM
Unifying all mortgage
products and teams
12
+
PEOPLE
Increased investment from mortgage council to set up an agile working team
Barclays Track-It, is a single go-to place that enables people to learn about mortgages, speak to advisors, apply and manage their application. In addition, it focussed on improving back-end operations by providing digital tools, information to staff; improving their experience as much as that of their customers.
Human-centred compliance + regulations
In order to deliver Track-It, the programme took on the massive undertaking of working with legal, fraud and compliance to enable people to verify their ID and financial status online. It also involved unifying operational processes of the retail teams, the AIP team, and the mortgage calculator team to work in a unified way.
GUIDING INSIGHTS
Most first time buyers struggle to describe getting approval for a mortgage or the AIP the most stressful part of the application.
Applicants seek advice over guidance which staff are not allowed to give, which is why most go to third party brokers.
All decisions are based on interest rates and time for approval.
Form filling is the most time-consuming part of the application form sometimes taking days to complete.
While most applicants like the idea of digital mortgages, 1st time buyers would choose hand-holding and face to face interactions.
There is little visibility of the application process once submitted with no tracking tools available online.
In addition, no explanation is provided if the outcome of the application is negative.
Most applicants find the application process very transactional and expect banks to support them in other financial decisions related to house purchasing like buying furniture.
DELIVERED WORK
Digital transformation strategy
Taking the enterprise which did not have any Product, Design capability, and a legacy technology stack towards digital maturity.
A universal methodology
Setting a standardised (yet flexible) way to how all briefs and opportunities were approached and delivered.
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Digital product build
Total modernisation of how Digital Products and platforms were built. From Product Management to Product Design, React Native , Python and DevSecOps.
Capability led OKRs coupled with culture change
While Objective Key Results provided a quantitative way to measure performance and success, whe wider managed culture change was truly key.
Design career framework
As this was the first time a design discipline and its practitioners existed in Shell, a career pathway was needed to nurture employee value proposition and futures.
DesignOps & Design System
​Creating the Shell Design System that flexes across all lines of business. Introducing new tooling such as Figma and Miro.