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.
The work produced a new service blueprint and a prioritised roadmap of specific product features to develop a mortgage experience that felt clearer, more human, and more reassuring for everyone involved.
