An application for prospective homebuyers to connect with mentors, build a trusted network, and access homebuying resources
HomeBase
OVERVIEW
A national mortgage institution reached out to EY asking for help to create a product that increase homebuying confidence and readiness levels.
How Might We: motivate and provide personalized pathways to a successful loan approval
For: prospective homeowners who have been declined for a mortgage or people considering purchasing a home in the next few years
That: provides a clear pathway that motivates and encourages people during what can be a daunting process
In order to: get future applicants feeling confident and prepared for a successful loan application
Team: 3 consultants, 1 UX/UI designer
Duration: 8 weeks
Tools: Figma, Powerpoint, Mural, Teams
Don’t worry about sounding professional. Sound like you. There are over 1.5 billion websites out there, but your story is what’s going to separate this one from the rest. If you read the words back and don’t hear your own voice in your head, that’s a good sign you still have more work to do.
CHALLENGE
My goal was to understand and empathize with the needs of users, their pain pints and issues, brainstorm various solutions and ways of alleviating the defined problem, and leverage prototype to develop a tangible design to share with users.
GOAL
12
User interviews conducted
Interview Findings
83%
Lacked knowledge of the homebuying process
100%
Shared that hearing other people’s homebuying journeys encourages and informs them about the process
“I wasn’t sure which loan officer to trust because most acted out of self-interest, so I went with a family friend instead.”
“I want to entertain the idea of having a home first to see what’s out there. I want to learn about how others like me went through the process first to see what I should expect.”
Here’s what a current homeowner said…
What current homeowners wish they received and what prospective homebuyers need to feel confident…….
A trusted and engaging advisor
Transparency into the whole process
A reliable and supportive network of people
Understanding of the different roles involved
Realistic approaches to budget properly
How might the client help prospective homebuyers build a trusted network and receive guidance in order to successfully follow through with the homebuying process after the HomeView course (client offered course)?
Refined Problem Statement
Persona
Future State User Journey
HomeBase
HomeBase improve homeownership accessibility for low-income communities by creating a community of support, offering personalized advice from someone who’s been through the process, and providing access to homebuying related resources, events, and classes for continuous learning.
What we envision for MVP 2…
Seamless video chat functionalities
Personalized dashboard on progress
Enhanced mentor-mentee matching algorithms
Potential integration with the existing client mobile app
As a UX designer facing a challenging project with a short timeline and limited availability due to full-time engagement, I learned to prioritize tasks and maintain a clear communication channel with stakeholders.
To improve homeownership accessibility for low-income communities and increase their confidence, it is important to conduct thorough user research and incorporate their feedback into the design process.
Additionally, focusing on simplicity and accessibility in the design can make it easier for users to understand and navigate the platform.
Finally, building our product as an extension of the education course that the client already offering ensures an easy onboarding and implement which creates a seamless user experience.
It is fulfilling to know that by building a community of support for low-income communities, we are creating a positive impact on people's lives and contributing to a more equitable society.