A financial institution was looking to build its relationships with borrowers who traditionally have no loyalty to mortgage holders and often switch when refinancing their loans. We designed a strategic plan to research the process of refinancing a home, including the needs of customers and loan officers.

As the lead user expereince researcher, my role involved:

  • Collaborating with the recruiter to identify target audiences
  • Conducting contextual inquiry to understanding call center interactions
  • Leading development of interview guides with communications strategists and stakeholders
  • Leading interviews with loan officers and borrowers
  • Collaborating with a strategist to bring insight into a multi-channel loyalty strategy for mortgage holders

Samples are available upon request