Redesigned customer-facing mortgage experiences to improve clarity, reduce friction, and make next steps easier to understand and act on.
The mortgage experience had grown across multiple pages, content types, and decision points over time. As a result, customers were often asked to navigate a lot of information before they fully understood which mortgage option suited them, what they needed to prepare, or what action to take next.
I helped improve the mortgage journeys by restructuring content, simplifying key paths, and designing clearer, more supportive interfaces across the customer-facing experience.
Rather than treating the work as a single page redesign, I approached it as a journey problem: customers needed better orientation, better content flow, and clearer next steps from exploration through application readiness.
The original experience suffered from weak hierarchy, unclear pathways, inconsistent UI, and next steps that were not obvious enough for users navigating a high-consideration financial product.
I was the main designer driving the work through audits, restructuring, wireframes, prototypes, interface design, and stakeholder reviews.
Reviewed existing pages and journeys to identify friction points.
Improved information hierarchy, content logic, and task flow.
Created wireframes, prototypes, and refined visual direction.
Used analytics, lightweight testing, competitor review, and stakeholder input to refine decisions.
Production-ready screens designed to guide users through each stage of the mortgage journey — from initial exploration to confident next steps.
Replaced unclear page structures with a consistent visual hierarchy that guides users from awareness to action.
"In mortgage experiences, users need more than information — they need structure, confidence, and clear next steps. This work focused on making that journey easier to follow."
Improved hierarchy and scanning across product pages.
Clarified next steps and reduced ambiguity in the journey.
Strengthened action visibility and CTA clarity.
Aligned the experience more closely with user expectations.
Created a stronger base for future standardisation.
Improved product understanding and clarity of progression.
Made actions easier to identify and act on.
Supported stronger task completion across important flow points.
Gave stakeholders a more coherent direction for iteration and rollout.
Illustrative outcome structure — replace with validated numbers or verified measures later.
Improved progression from information pages to key next steps by [insert validated measure]
Increased engagement with calculators, eligibility tools, or application pathways by [insert confirmed figure]
Reduced ambiguity at critical decision points [insert validated behavioral or feedback measure]
The redesign made mortgage journeys easier to understand and navigate, while supporting a more coherent and user-friendly experience overall.