Challenge
During a re-brand from Nationstar Mortgage Servicing in 2018, Mr. Cooper wanted to create a new app experience to align with their customer-centric identity. Mr. Cooper is one of the largest mortgage servicers, with over 4.3 million customers. Their team was seeking a way to identify, de-risk, and build self-service tools that could reduce call center volumes and call times.
insight
Many home owners view their owned property as an investment, and most likely their biggest one. They were looking for a better way to understand their mortgage, and how to capitalize on their investment, without feeling like they were being sold to, or manipulated into biting off more than they could chew.
Solution
The home as asset.
Home value, equity position, and market context became the primary orientation of the dashboard — not the loan balance
Personalized intelligence, not generic information.
Dynamic callouts surfaced the right data for each customer's situation. When a customer was ready to make a move — refinance, tap equity, explore options — they were already informed. The sales team received better-qualified leads as a result.
Self-service confidence
Interactive calculators let customers model decisions on their own terms, at their own pace, without feeling pressure to call or commit.
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Research
OVERVIEW
- 30 90-Minute, In-context Core User interviews
- 7 Expert Interviews
- 12 Internal Client Interviews
- Group Interview Session: 5 Homeowners
- Group Interview Session: 7 Debt Consolidation candidates
- 3 User Testing rounds with Live data Prototypes
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.
User Insights
- With stakes so high, people depend on human relationships to guide the way.
- Home equity feels out of reach & intimidating, especially for those who don’t understand the math.
- Debt isn’t sexy. Making more money is.
- As expectations shift, people crave the ‘mushy middle’ between owning and renting.
Design principles
- Be transparent. Tell me what’s in it for you.
- Make it glance-able, and let me dig.
- et me work at my own pace.
- Give my choices context.
- Celebrate my progress, whether big or small.
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
Detailed Design
