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Mr. Cooper

iOS / Android App

Putting your home, not your loan, at the center of your homeowner experience.

Re-imagining the homeowner's experience.

JUMP TO A SECTION
MY RESPONSIBILITIES

  • Concept Ideation

  • Qualitative Research

  • Insights / Synthesis

  • Concept Iteration

  • User Testing

  • Final UI Design

  • MVP / Pilot

  • Live Alpha

  • Product Launch

Redesigning the home ownership experience to put your home, not your loan, at the center of your mortgage experience, and enabling intelligence-powered self-service tools that drastically improved servicing efficiencies. 

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“This initiative has been a year in the making and is one of the first of many steps using a design thinking approach to enhance the customer and team member experience.”

 

– Tony Ebers

Executive Vice President of Originations at Mr. Cooper. Source 

Research Participants

Research

RESEARCH OVERVIEW

  • 30 90-Minute, In-context Core User interviews

  • 7 Expert Interviews

  • 12 Internal Client Inerviews

  • Group Interview Session: 5 Homeowners

  • Group Interview Session: 7 Debt Consolidation candidates

  • 3 User Testing rounds with Live data Prototypes

RESEARCH GOALS

  • Better understand the needs of the next generation of homeowners, and existing customers.

  • Test the desirability of self-service mortgage tools in an app.

  • Create recommendations for brand expression.

Key Learnings
& Insights

DESIGN PRINCIPLES

  1. Be transparent. Tell me what’s in it for you.

  2. Make it glance-able, and then let me dig deeper.

  3. Let me work at my own pace.

  4. Give my choices context.

  5. Augment the human experience. Don’t attempt to replace it.

  6. Celebrate my progress, whether big or small.

  7. Let me discover delight in the mundane.

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