Ethnographic research to evaluate actual user behavior in their natural environment for performing the task.
ABN AMRO is a leading financial services firm based in Europe with operations in the USA. They engaged CSS to help design and test a major online initiative to sell Mortgages (Purchase and Refinance) through their Mortgage.com website. The legacy back-end loan origination and approval system was very cumbersome and our goal was to shield the user from this with a modern, efficient user interface. We worked with the Mortgage.com team to fully understand the legacy system and it's limitations. We then created a UX design and interactive prototype to simulate how a new solution would work and validated this design with key business stakeholders. Once approved, we performed formal usability testing and refined the prototype to deliver an optimal user experience for applying and getting approved for a home loan. Mortgage.com was launched with great success and eventually acquired by Citicorp to grow their online mortgage business.