Rethinking the mortgage application experience

The buy-to-let mortgage process involves multiple parties, complex information and long periods of uncertainty. I worked with Shawbrook to rethink the experience from end to end, identifying ways to make it clearer, more reassuring and easier to navigate, while also creating new service ideas that worked for customers, brokers and internal teams.

My role included

• Conducted research with bank teams, brokers and borrowers.
• Mapped the existing journey and identified moments of confusion, friction and uncertainty.
• Generated new ideas that could make the experience more transparent, efficient and confidence-building.
• Applied behavioural-science principles to strengthen understanding, adoption and usability.
• Tested and shaped ideas with all parties throughout the process.
• Created a framework to prioritise concepts with greatest potential.

---

Related work