As input for the design sprint, Independer wants to know what the barriers are for consumers who visit the site, in order to also schedule a follow-up appointment for mortgage advice through Independer. For this research, we spoke to 5 people who are looking for a house online.
Before the session
Prior to the session, the participants visited the Independer site and answered 5 questions. Using this information, the moderator from 5hellos prepared for the online conversation.
During the online conversation, the moderator delved deeper into the previously asked questions about Independer's mortgage offer. The questions were intended to understand the customers' experience, identify positive and negative aspects of the offer, and collect suggestions to increase the chance of scheduling an appointment with a mortgage advisor.
During the sessions, it became clear that although Independer has a good offer for orientation and calculating the maximum mortgage, it does not yet meet customers' needs for taking the next step, namely: trust, personal approach, and insight into the advisory process.
Two days after the session, 5hellos provided a compact report with insights and improvement suggestions. Independer used the video recording and the report to start their design sprint to improve the customer journey for mortgages.
The resulting prototype with improvements will also be tested again soon with the help of 5hellos.
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