Due to the intricate nature of mortgage applications, the end-to-end journey of the mortgage application experience was split between the design team, with each of us taking ownership of different segments and then having to work closely to make sure we were consistent to ensure the end to end journey seamless tied together. The project's complexity and regulatory and legal constraints also meant developing tight working relationships with the stakeholders, which helped promote empathy and understanding between all disciplines involved.

The specific challenges I faced with the segment of the journey I was working on were all based on how I understood the complex information from the mortgage world and used it to shape the design decisions that would improve the user experience. Communicating information about mortgage loans and product details would take much work. I faced the challenge of ensuring critical bits of information were not compromised for frictionless design.

Through constant collaboration and iterative design, I delivered a part of the journey that aligned with the user's needs and wants while being able to make sure at no point in the end-to-end journey did the designs lack the transparency needed. My efforts resulted in a flow that easily guides users through what seems daunting by minimising the friction points where constraints allowed me to.