Lloyds Banking Group.

Mortgage calculator and appointment booking

Lloyds have transformed their mortgage journey to keep up with modern industry standards and innovations from major independent mortgage brokers such as Mojo.

Working within the Lloyds and Halifax Bank's design system I was able to release the mortgage calculator and appointment booking tools that provide customers with estimated borrowing potential and cost affordability results that reach over 200,000 visits a week.

User experience design
Mortgage platform
Feature teams
200k+ visits a week
Branded in Halifax and Lloyds

My mission

"Fast-tack customers to get the help that they need online, saving them time and effort".

Roles and responsibilities

As a designer at Lloyds I was responsible for bridging the design gap within product team that had limited design knowledge, the team comprised of a Product Owner, Scrum Master, Analysts and Developers (who all have a good depth of business knowledge). As the designer for the 'feature team' I worked both within the product team and the wider mortgage platform design team. Feedback and research resource was provided from the platform design team.

I was tasked with:

Mentoring more inexperienced designers within the platform team
Designing journeys and flows
Identifying usability pain points
Ideating on how to fix problems
Digesting existing research (that was lengthy and include business language)
Iterating designs through low to high fidelity
Creating content
Hosting design workshops with SMEs and their business knowledge
Up-skilling Lloyds staff in design thinking ways of working
Working within design system and creating new UI components to be adopted by the design system
Documenting designs ready for development
Rationalising and present work to both design focused and non-design focused stakeholders

Working with the feature team

As the design resource embedded into the mortgage calculator and appointment booking feature team, I worked to bridge the design gap in a team with limited design knowledge and experience. I worked with analysts to determine requirements and scope before iteratively designing components and pages for the feature team. I took advantage of the colleagues I worked with using them as SMEs with their vast mortgage domain knowledge and built great relationships that kept the team smoothly moving at pace in a high pressured environment.

It was my job as a senior in the team to help tie the experience together between features, this meant hosting design crits, working collaboratively and coaching others in design tooling and documentation approach.

Supported by design leadership and research resource the team was able to deliver individual features as a combined seamless experience typing in with existing feature releases as an MVP.

As the designer with the most modern front-end development experience in the chosen technology (React) I was able to help bridge the front-end development differences between feature teams' developers. I ensured developers across the teams were in communication with each other and able to share code on components and designs that existed across features.

The mortgage calculator and appointment booking tools formed part of a project named 'Domus' this was the mortgage platform's approach for a seamless online journey for mortgages with the idea to “fast-tack customers”

As part of the wider mortgage platform project there was design involvement in: