Allied Irish Bank
The project
Allied Irish Bank contracted Fathom to conduct an end-to-end research and design project to further uncover issues and redesign their current mortgage flow .
The Challenge
To improve current and prospective customers experience when researching and applying for a mortgage with AIB.
What we did
The first part of this project was to uncover key issues and pain points that current, past and prospective customers have with AIB mortgages. A series of focus groups and usability test sessions were conducted to understand customers goals and obtain feedback on the current experience. From this, the team created current journey experience maps highlighting key learnings from the initial research.
This research was then used to create a series of wireframes which went through several rounds of usability testing sessions until the final designs were created.
Desktop UI Iteration
My role
While I was closely linked to the team during the research stages, my primary involvement in this project was during the design stages. My role was designing the wireframes and high-fidelity UI, as well as conducting and assisting in moderated usability testing in-between iterations.
During this process, I worked closely with key stakeholders and the development team at AIB to ensure I was creating both something that helped serve customers and was within AIB key values.
Mobile UI iteration
The Outcome
From the initial research and several rounds of usability testing, we created a series of high-fidelity designs for several mortgage journeys that fulfil the needs of all customer segments identified. In the past year these journeys have gone live and have been serving all AIB mortgage customers well.
aib.ie/our-products/mortgages
While I was closely linked to the team during the research stages, my primary involvement in this project was during the design stages. My role was designing the wireframes and high-fidelity UI, as well as conducting and assisting in moderated usability testing in-between iterations.
During this process, I worked closely with key stakeholders and the development team at AIB to ensure I was creating both something that helped serve customers and was within AIB key values.
The Outcome
From the initial research and several rounds of usability testing, we created a series of high-fidelity designs for several mortgage journeys that fulfil the needs of all customer segments identified. In the past year these journeys have gone live and have been serving all AIB mortgage customers well.