UX/UI | Growth Case Study
– Mortgage Works
Simplifying the Mortgage Journey. A User-Centric, Mobile-First Website Redesign for Mortgage Works.
My Role
Solo UX/UI Designer
Year (s)
2023 - Sydney, Australia.
Tools
Figma, WordPress, Elementor & Adobe Creative.
Website
mworks.com.au
Overview
Mortgage Works is an Australian mortgage broker company that offers personalised loan solutions.
The Mortgage Works website is the primary touchpoint of the user’s journey, providing information about the company, their services, mortgage options, and contact information. However, their previous website had not been updated in several years and didn’t meet the company’s and its customers’ needs.
Outcome
The new Mortgage Works’ website has a user-friendly interface that is easy to navigate and provides users with relevant information. It is optimised for tablet and mobile devices and reflects the company’s professional brand identity.
The mortgage calculator, information on mortgage options, and easy-to-use contact form provide users with the necessary information and tools to take action. The website design increased user engagement and leaded to higher conversion rates as expected.
The Process
Understanding Mortgage Works & its users
Research Summary
To understand the pain points and needs of the Mortgage Works website's users, we conducted a series of research activities, including:
User interviews
We conducted interviews with past and potential customers to understand their experiences with the current website and identify pain points and areas for improvement.
Competitor analysis
I analysed the websites of other mortgage broker companies to identify best practices, patterns and design trends that could be applied to the new Mortgage Works website.
Analytics review
We reviewed the website's analytics data to gain insights into user behaviour and identify areas where users were dropping off or experiencing issues.
Research Results
Pain Points of Previous Website Users
Difficult to navigate
Users had trouble finding the information they needed, with a confusing site structure and inconsistent navigation.
Outdated design
The site's design was outdated and did not reflect the company's professional brand identity.
Limited mobile optimisation
The site was not optimized for mobile devices, which could deter potential customers from engaging with the company.
Persona
First-time home buyers looking for personalised support and guidance throughout the home buying process.
Goals
Work with a trustworthy company that will provide personalised service and support throughout the process.
Find a mortgage with competitive rates and terms
Find a mortgage broker that can help her navigate the home buying process.
Get pre-approved for a mortgage so that she can start shopping for a home
Pain Points
Overwhelmed by the many different mortgage options available
Concerned about finding a trustworthy company to work with.
Wants to ensure that she is getting the best mortgage rates and terms.
Needs personalised support and guidance throughout the process.
Behaviours
Researches online before making any decisions.
Prefers to work with companies that have a professional and trustworthy image.
Values personalised service and attention to detail.
Willing to pay more for a higher level of service and support.
Prototyping: User Flow
The website offers users personalised support and guidance throughout the mortgage process, providing various convenient channels for them to get in touch with a mortgage broker, including phone, email, online forms, and click-to-call buttons.
Wireframes / User Flow – Lead Conversion Process
The Result
Functional, User Friendly & Easy to Navigate Interface
Users can quickly and easily find the information they need
By simplifying the information architecture and navigation, users can easily find the information they need without feeling overwhelmed, leading to a more engaging experience.
Empowering users to make informed mortgage decisions
By incorporating improved functionalities, users can conduct online research, estimate mortgage payments and costs using calculators, and be pre-approved for a mortgage using simplified forms.
Allow users to easily apply online through a simple and targeted form that can be completed in a few steps.
Professional and
Trustworthy image
I build credibility by showcasing the company's human side by including real pictures of team members, highlighting the company's values and commitment to customer service, and displaying real-time customer reviews and testimonials on the website.
Mortgage Works values page
Mortgage Works navigation menu
Usability & Accessibility improvement
Incorporating icons into the design help users understand the interface and the information more easily.
Real-time testimonials
DIY Mortgage Estimations. Includes interactive tools, such as mortgage calculators, to help users estimate their monthly payments and total costs.
New Design System (UI)
The new comprehensive design system ensured consistency and efficiency in the design process.
