PROJECTS
DIAGNOSIS OF THE MORTGAGE PROCESS
Finance
METHODOLOGIES
In-depth interviews | Design thinking methodology
SECTOR
Finance
YEAR
2019
Description
Our client wanted to obtain a complete and detailed vision of the current mortgage process by actively listening to different key internal and external agents.
For this reason, work was done to identify the critical points of this process and evaluate the degree of satisfaction with it. This made it possible to design an action plan shared between the different agents through the definition of improvement actions that would reinforce the satisfaction of the commercial network and customer service.
Process mapping through in-depth interviews
Diagnosis of the situation
Evaluation of the process
Proposals for improvement in processes, roles and tools
“The action procedure is very rigid, with little room for maneuver. Besides, it goes away adding complexity that makes each time less functional and impossible to move forward normally…”
Bank manager
UNDERSTAND
THE PROCESS
Carrying out in-depth interviews with each of the internal and external agents involved to understand the overall assessment and perception of the process, the impact of the current operation of the process on its activity, as well as how the agent feels about the process.
ANALYZE THE PROCESS
IN DETAIL
Development of the customer journey of the current mortgage process: stages that comprise it and level of satisfaction for the different agents participating in the process, identification of pain and gain points detected, roles, tools, and associated metrics, perception of the competition and assessment of the bank itself.
IDENTIFY
AREAS FOR IMPROVEMENT
Identification and proposals of areas for improvement to be carried out at different levels: at the operational and process level, at the people level, at the tools level and at the evaluation metrics level.
This helped design a roadmap of key cross-level actions to be developed in the short, medium and long term.
