Mortgage Hub
Mortgage Hub is a white-label lending platform for brokers and underwriters, designed to streamline secured and unsecured lending. It simplifies data capture, automates workflows, and integrates real-time insights to provide more accurate decisions in principle (DiPs). Originally built for secured lending, its flexible design enabled quick adaptation for unsecured loans. Mortgage Hub is used by multiple UK banks, improving customer satisfaction, operational efficiency, and reducing processing times.
My Role
As the UX Lead for Mortgage Hub, I was responsible for advancing the design from the MVP stage to release for the secured lending platform while simultaneously designing an unsecured lending platform. This project aimed to address the challenges faced by brokers and underwriters in the mortgage lending process, focusing on creating a flexible solution that adhered to varying regulations across multiple banks.
Product Goals
- Develop a user-friendly secured and unsecured lending platform for brokers and bank colleagues.
- Enhance user experience by simplifying complex processes and improving integration with broker tools.
- Increase efficiency and reduce application processing times.
Research and Discovery
Conducting research on internal broker portals is notoriously challenging. However, we successfully conducted user interviews with trusted brokers, underwriters, completion managers, and fraud prevention teams to identify key pain points. This feedback directly informed our backlog of issues, guiding our design and technology strategies. Notable insights included the need for:
- Streamlined processes for capturing income, expenditure, and property schedule information.
- Simultaneous access to broker integration and documentation data for underwriters.
Design Process
I followed a dual-track design approach, working in parallel with development to ensure the client could be first to market. Continuous design was challenging as it required aligning business objectives with development milestones, while testing and iterating based on user feedback. This approach allowed me to remain agile, addressing user needs in real-time while keeping the product development on track.
Dynamic Form Flow
As the UX Lead for Mortgage Hub, I was responsible for advancing the design from the MVP stage to release for the secured lending platform while simultaneously designing an unsecured lending platform. This project aimed to address the challenges faced by brokers and underwriters in the mortgage lending process, focusing on creating a flexible solution that adhered to varying regulations across multiple banks.
Reusability for Enhanced Broker Experience
As the product utilized a variety of third-party integrations, I concentrated on redesigning integration touchpoints to educate users on effective interactions and their purposes. By creating reusable form elements applicable across various cases and applicants, I significantly streamlined the data entry process, enabling brokers to efficiently manage information across multiple applications.
Outcomes
The Mortgage Hub platform, designed for brokers and internal bank users—primarily underwriters, completion managers, and fraud prevention analysts—successfully launched as a white-label solution for secured and unsecured lending. It offered a flexible, scalable product tailored to these users' needs. Key outcomes include:
25% increase in customer satisfaction
25% improvement in team efficiency
40% reduction in user errors
30% reduction in overall processing timelines
