First National is Canada’s largest non-bank lender and currently serves more than 200,000 Canadians for their residential mortgages. Through a digital agency partner, we worked with First National to redesign their secure customer-facing portal, My Mortgage, from late 2016 until early 2018. Initially launched in 2009, the existing My Mortgage property showed its age. More importantly, it provided an inferior experience to First National customers who use the portal to manage their mortgage.
Following a comprehensive UX audit, we helped educate the client team on modern UI principles, recommended new or enhanced functionalities, and prepared a detailed report to illustrate how these updates will positively impact the overall user experience for customers.
Our scope for this project included:
This project involved careful alignment with multiple stakeholders across the company, particularly with the client's development team, who were tasked with ultimately building out the proposed UI/UX updates delivered through this project. As part of this project, we planned, built, and validated numerous UX enhancements, including: