SCOTT SLAGSVOL
Mr. Cooper
iOS / Android App
Putting your home, not your loan, at the center of your homeowner experience.
Re-imagining the homeowner's experience.
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MY RESPONSIBILITIES
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Concept Ideation
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Qualitative Research
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Insights / Synthesis
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Concept Iteration
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User Testing
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Final UI Design
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MVP / Pilot
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Live Alpha
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Product Launch
Redesigning the home ownership experience to put your home, not your loan, at the center of your mortgage experience, and enabling intelligence-powered self-service tools that drastically improved servicing efficiencies.
“This initiative has been a year in the making and is one of the first of many steps using a design thinking approach to enhance the customer and team member experience.”
– Tony Ebers
Executive Vice President of Originations at Mr. Cooper. Source
Research
RESEARCH OVERVIEW
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30 90-Minute, In-context Core User interviews
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7 Expert Interviews
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12 Internal Client Inerviews
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Group Interview Session: 5 Homeowners
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Group Interview Session: 7 Debt Consolidation candidates
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3 User Testing rounds with Live data Prototypes
RESEARCH GOALS
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Better understand the needs of the next generation of homeowners, and existing customers.
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Test the desirability of self-service mortgage tools in an app.
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Create recommendations for brand expression.
Key Learnings
& Insights
DESIGN PRINCIPLES
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Be transparent. Tell me what’s in it for you.
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Make it glance-able, and then let me dig deeper.
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Let me work at my own pace.
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Give my choices context.
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Augment the human experience. Don’t attempt to replace it.
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Celebrate my progress, whether big or small.
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Let me discover delight in the mundane.