Formerly GMAC, Ally Financial was formed as a digital financial services firm that was one of the forerunners in online banking, credit, and lending services. OneSpring collaborated with the in-house digital user experience and product service teams on a redesign of their online GMAC Mortgage application.
What We Did
Customer Experience, Journey Mapping & Scenarios, User Research, Process Modeling, User Interface Design, Interaction Design, Prototyping, Usability Testing
We Help Ally Provide Leadership
Our team worked in the early stages of user research and usability testing to identify the pain points and areas of opportunity within the legacy mortgage application process. Based upon insights gained from our research and testing, the team mapped out and prioritized the key areas for process improvement. Using interactive scenario modeling and prototypes, our team created new solutions that were tested and optimized.
Process Changes For Continuous Roll-Out
The new GMAC mortgage application was released in phases that allowed customers to more easily adopt the changes to the process. Subsequent testing and metrics were gathered and the Ally team was able to continuously roll-out enhancements for their customers based upon the new process and interface designs.