The Mortgage Store

The process of applying for a mortgage is highly complex, with extensive details required from the applicant. When Bank of Ireland wanted to streamline the process of online Mortgage applications, Frontend were contracted to carry out a usability evaluation of the current offering and provide design recommendations for the improved version.

Bank of Ireland is one of Irelands leading banks, providing both personal and corporate banking services to local and international customers. The Mortgage Business consists of 'BOI Mortgages' and 'The Mortgage Store', who sell mortgages directly to customers, and 'ICS Mortgages' who sell mortgages to Brokers.

This is a multi-channel offering - customers can apply for mortgages by phone, over the web, or at a branch. If an online application is successful, the customer instantly receives 'Approval in Principle' [AIP].

The Project
Frontend were contracted to evaluate the usability of the Mortgage AIP process on both The Bank of Ireland Group Website and The Mortgage Store Website and where appropriate to make recommendations to improve the usability of the application process.

The evaluation took the form of :

• Interviews with potential end users
• An expert usability evaluation the Mortgage Approval in Principle Application (AIP) on both The Bank of Ireland Group Website and The Mortgage Store Website
• An evaluation of the functional specifications document for the new AIP process

The Results
The results of the evaluation helped to identify key areas where the AIP process could be improved.

The Home page information was re-organised to suit the information needs and goals of the various user groups.

The first step in the AIP process was re-designed to include information on:

• What the steps in the AIP process are
• How long it will take
• What information the user is required to have at hand
• What the user will get at the end of the process

The AIP process was re-designed to:

• Simplify, clarify and reduce the steps required
• Help users understand what is required to obtain AIP
• Include clear error messaging to explain the nature of a problem and how to fix it
• Ensure that key information was visible at all times
• Make it clear that the users information is securely protected at all times
• To encourage users to analyse their finances and look for mortgage approval appropriate to their situation.

Visual Design Concept for the Mortgage Store Homepage

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