Mortgage
Journeys

The mortgage experience had grown across multiple pages, content types, and decision points over time. As a result, customers were often asked to navigate a lot of information before they fully understood which mortgage option suited them, what they needed to prepare, or what action to take next.

I helped improve the mortgage journeys by restructuring content, simplifying key paths, and designing clearer, more supportive interfaces across the customer-facing experience.

Rather than treating the work as a single page redesign, I approached it as a journey problem: customers needed better orientation, better content flow, and clearer next steps from exploration through application readiness.

Challenge

The original experience suffered from weak hierarchy, unclear pathways, inconsistent UI, and next steps that were not obvious enough for users navigating a high-consideration financial product.

Solution

I drove the work through audits, restructuring, wireframes, prototypes, interface design, and stakeholder reviews — replacing unclear page structures with a consistent visual hierarchy that guides users from awareness to action, with clearer content flow and more visible next steps across the journey.