OSB

The OSB Group is a banking service provider. During this project I worked as a UX designer, however I was able to do a range of tasks such as UX research and service designing as I created a service blueprint. The ask from the client for this project was to help redesign their mortgage platform for a range of users, this included their clients (borrowers), brokers and underwriters.

Type of Project:

Financial Services

Summary:

Mortgage broker platform.

Company:

Publicis Sapient

/ Research- User Interviews

Initially, extensive research was carried out to understand the business, the clients and their competition.
A benchmarking synthesis deck was created with over 40 brands analysed who were the key competitors to the OSB Group. This secondary research was assessed against a rigorous benchmarking list, which was then finalised and best practices were identified.
Using this data, I was able to find key pain point areas across the market and those that specifically related to OSB, this then was used for inputs in the service blueprint.

/ Understanding the problem

OSB wanted to stray away from the traditional banks of the UK and move towards the way forward thinking companies in Australia and New Zealand were allowing customers to connect with their mortgages online.
OSB wanted to allow for brokers, lenders and underwriters to communicate more efficiently and effectively in a broker platform, but also provide reassurance to their customers in this tedious lending process.
Benchmarking over 50 companies and creating a synthesis deck for OSB allowed for problem areas to be identified and locate the opportunities. In addition to this the best practice for each company was benchmarked against typical UX best practices.

/ Service Blueprint

A service design blueprint was created to understand the model in which OSB lending services work, who are the collaborators and main clients in the process.

/ Benchmarking synthesis deck

A benchmarking synthesis deck was created and presented to the clients. The deck focused on what the problems OSB are facing, how they are in comparison to the existing market, and what opportunity areas there are.
OSB naturally present as a more traditional lending service and we found that their mortgage application journey is non-existent online and they have no online inter-working platform for brokers, lenders and underwriters.


/ Ideation

The data and results pulled from primary research (broker interviews) and the benchmarking synthesis deck, provided information to create a broker platform.
This platform had elements of personalisation for the user, provided clear steps and journey, information structure hierarchies, easy operation, guidance and clarity (guided learning) and transparency throughout the process as any disruptions/errors were made clear. This would provide a much more efficient platform for the OSB Groups brokers and provide clear communication within their organisation.
The next task was to develop the borrower platform.

Previous Project

Next Project