Step 1: Agile Development From Idea to MVP to MVP 2.0

With the “Online Wohnfinanzierung” project, we accepted the challenge to create Austria’s best end-to-end online mortgage loan application together with our customer. So, where did we start? Since preparation is key, we first conducted interviews with potential end customers, stakeholders, and industry experts to unveil pain points in the usual mortgage loan application process. Based on these interviews, we created an extensive customer experience map, including the emotional ups and downs of everyone involved. Afterward, a viable-lead Scrum team developed the MVP (Minimum Viable Product), successfully solving additional challenges like automatic KYC checks and regulations on customer information such as the European Standardised Information Sheet (ESIS). And since we aim to deliver more, we constantly improved the MVP in subsequent project phases.

Step 2: Lessons Learned & an Improved User Experience

During the MVP phase, we closely tracked the user behavior to confirm the product-market-fit on the one hand and to conclude that phase with numerous lessons learned on the other hand. In the next project phase, we fully focused on improving the customer experience based on our findings. Curious what that actually means? Well, for instance, the amount of required data entries was reduced by around 50% to render the process even more convenient and faster for the end customers. At the same time, the bank’s internal processes for the online customer journeys increased in efficiency through internal and external APIs, such as the automated valuation of the property or the data transfer to core banking systems. A win-win situation for both our customers and their end customers.

Step 3: End-To-End & Omni-Channel as Icing on the Cake

While the online loan application allows for an end-to-end online process, customers might still have questions or encounter issues they need help with. Therefore, it is vital to provide personal support. The vision: omni-channel support to cater to the needs of all customers.

Video consulting: End customers can make an appointment online and get personal advice from the comfort of their own homes.

Branch office appointments: Digital and offline sales channels were combined by transferring information in case customers want or need an appointment for a face-to-face consultancy.

Chat window: In case of time-sensitive questions, end customers can chat with a bank consultant at every stage of the process. Help is just one click away.

Client:

Raiffeisen Bausparkasse is part of Raiffeisen Banking Group and specialized in providing tailor-made financing solutions, and maintaining and improving living spaces in Austria. As a main market player, the institution offers customers mortgage loans to build, buy or renovate and make their housing dreams come true.