First National Financial LP

myMortgage Customer Portal
User Experience Design
UI Design
UX Audit
Customer Journey Mapping
Usability Testing
Low-fidelity Prototyping
Information Architecture


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:

  • Conducting a thorough, heuristic UX audit and expert reviews of the existing portal
  • Surveying customers on their needs, wants and opinions of the current portal experience
  • Interviews with front-line customer support representatives to understand customer and business requirements better
  • Preparing annotated, highly-detailed, responsive wireframes depicting the proposed UI/UX )25+ screens)
  • Validating the proposed UX and task flows through iterative task-based usability testing, ultimately scoring 93% successful task completion with customers
  • Preparing visual designs for select screens while providing art direction to other designers
  • Responsible for overall project management and coordination, working with the client-side development team and internal agency resources

Engagement details

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:

  • A reimagined architecture and user flow for customers
  • The introduction of content marketing and thought leadership components
  • New back-office processes that ultimately translated to improved transparency for mortgage holders.
  • Modernized customer support options, a previously substandard area
  • A visual design the reflected the organization's recent portal rebranding
  • A responsive design framework, making the portal accessible on all device types


Information architecture
Axure RP
Low-fidelity prototyping
User interface design
Loop 11
Usability studies and reporting

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