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Faster Mortgages.
Happier Customers 

  DIGITAL TRANSFORMATION 

CMME had carved out a successful niche market in the mortgage sector and as part of an equity-driven transformation, the leadership team needed to find ways to improve efficiency beyond the bottleneck they were currently facing with their teams and processes. Not satisfied with purely efficiency gains, the leadership team wanted to improve the experience for their valued customer base and ensure they continued to deliver the a best in class service.

 OUR APROACH 

Our approach took two forms, one of facilitation support and engage the business to positively adopt change. The other was to provide comprehensive analysis of processes, bottle necks and the user experience, 

 

By maintaining our own test and learn cycles while delivering in sprints, we where able to support the organisational change process to fail fast, learn fast and continuously add value.

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RESULTS

Created an "innovation Lab" where the teams could review business processes, be creative and share ideas and feedback.

Our analysts helped to map out the entire mortgage journey from start to end and visualised the process in the Lab.

Reduced mortgage processing time 22% by identifying bottle necks and inefficiencies and worked with the software development team to create effective solutions.

From user research and personas we mapped out key client engagement highlights to that we could ensure client engagement was optimal creating a good user experience.

Category: Mortgages

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