As a Scaled Agile Framework (SAFe) project, the approach was to gather and maintain multiple requirements and design options for a longer period of time in the development cycle. This was done with personas, user stories, and other UX artifacts to ensure all requirements were met from both business and end-user perspectives. The first two-weeks of the project included user-centered design (UCD) sessions and extensive qualitative analysis for early creation of minimum viable products (MVPs) for usability surveys and validation.

We used the existing system and interviews with the customer service representatives —adding any additional questions they regularly ask—to create a conversational tone to go in to the new user experience. This research gave us a baseline to create paper prototypes for the UCD with users, and refine throughout the sprints.

Starting with the mobile experience, collaborative meetings were held with Product Owners, EVP, SVP, Project Management, Product Management, IT, UI Designers, and UI Producers to create paper prototypes. In addition to the two-week user-centered design (UCD) sessions, unmoderated testing on the UserTesting platform was used to gain feedback on the iterative prototypes, which guided the final interface design and user experience expectations.   

Bootstrap was used with corporate branding to ensure a seamless integration with the rest of the company’s digital presence.

As a Scaled Agile Framework (SAFe) project, the approach was to gather and maintain multiple requirements and design options for a longer period of time in the development cycle. This was done with personas, user stories, and other UX artifacts to ensure all requirements were met from both business and end-user perspectives. The first two-weeks of the project included user-centered design (UCD) sessions and extensive qualitative analysis for early creation of minimum viable products (MVPs) for usability surveys and validation.

Through the implementation of each change—usability session participants found that they could more quickly and easily get through the flow, and generate a prequalification letter to send to their realtor. 

At the end of the development cycle, participants described the new design as a much quicker and easier alternative, even easier than calling a customer service representative. Participants who had not been through the prequalification process in real life were excited about using what they had seen in their session. Overall, the new design facilitated an easy to use interaction that resulted in users being able to get preapproved in less than five minutes, which caused the company to change the name from ‘5-Minute Prequalification’ to ‘Get Preapproved in Minutes’.