Overview

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