Payment Break Form.

The Challenge.

At the beginning of the COVID pandemic, Nationwide offered its members the chance to apply for a mortgage break. This could be used for up to three months and the aim was to help with any uncertainty around income.

As the lead designer, I was tasked to work with an agile team of product owners and a content designer to create a new journey which directed members to the right mortgage option for them and funnel them into the mortgage break application if it was suitable for their situation.

The journey and application needed clear, informative design in order to correctly lead the member to their best option. We understood the delicacy of the situation, and that our members may be undertaking the journey whilst enduring a stressful situation. Therefore, we ensured that we explicitly guided the members through each step, which meant dialling down branding and focusing in on actionable next steps.

Going into this project we knew user testing would be difficult, as in order to best serve our members we needed the project live as soon as possible. However, even with the tight turn around, we ensured we gorilla tested the flow with internal members and colleagues. Once live, we shifted our focus to the analytics and made updates and revisions based on real member data.