MrCooper.com - Help & Support Portal
Mr. Cooper's brand new help & support portal helps homeowners to get instant resolutions & more self-service experience.

Mr. Cooper - Help Center

Overview

Mr. Cooper is one of the largest home loan servicers in the US focused on delivering a variety of servicing and lending products, services and technologies. It has more than 3+ million loans in its portfolio and also white label technology solutions to other vendors.

How it all started

I’ve worked on a lot of internal projects and a wide variety of projects. A few small ones, a few big ones, and a few massive ones. In this case study, I am going to talk about one of my massive projects which also happens to be one of my favourite ones. I was the sole designer who owned this project and worked on it from start to finish. But I collaborated with many other people from onshore Design VP, Visual Designers and offshore Product manager, Engineering leads for this project. I got the opportunity through the hackathon project Paybot (Cooper Bot)

Team

Product Managers: To understand the whole scope of the project and its requirements. We analysed existing site analytics & support call transcription. We were introducing a lot of new things like the search with multiple types of content like blogs, videos & forms and revamping a few of the existing flows
Design VP and stakeholders: To get timely feedback on my designs and the design direction.
Engineerings: To ensure that the final output matched the design exactly.

My Role

Provide design solutions up to low-fi wireframes to our on-shore visual designer from there they will work with the content team & legal team to update the data as per standard. Then during development face, I'll work here with full-stack devs to do design QC for all devices breakpoints also pair with them to fix alignment issues & CSS fixes.

Old Site

Problem Statement

Help & Support portal redesign was driven by three factors:

As the company grew, the number of home buyers mainly millennials grew as well. Millennials were looking for quick resolution and self-service portals to manage. Now, the company did have a support page to manage this. But it was completely outdated with simple long text and not great in terms of functionality.
Decrease the operational revenue cost by reducing the inbound call rates
To Provide contextual data based on user scenarios.

The overall goal is to reduce the call centre operational cost by 30% & increase new self-service portal adoption.

Also, we decided to revamp the entire portal from the ground up. We had also introduced a new design language for the entire platform. It made sense to give the portal a visual upgrade as well.

Let’s get started 🚀

Research

Quantitative research and gathering data

Primarily worked with product managers & support team to identify the user's needs & feedbacks and I analyzed the data gathered. Gathering accurate data was crucial in this project. I collected user requirements and pain points from past data and multiple data points from the interviews and PMs.

From this data gathered, we came up with 3 user groups and their journey maps.

Help & Support Center

The first thing on the list was to create a new support portal that would give insights into the different sections of the issue that might arise. This search did not exist earlier.

Right at the beginning, I knew how I wanted the search to be placed which gives the freedom to the homeowners to get the topic which they’re looking for. The design was quite simple and did not need a lot of iterations. But we did many iterations on the search interactions which I will give a brief next.

So let’s break this down one by one.

Knowledge Base

So we (myself & the product manager) analysed the types of queries and their frequencies for which users contact the support team through email & calls. We prioritised the various queries and created self-service content for those, then added the corresponding grouping for each and new group additions as well through the card sorting method.

On the top, we have a search where users can directly go to source either blog/video/forms.
Next to that various sections are available to go further to each section based on his query.

Here is how the high-level topics sections looked.

Below the fold, we introduced user state-based information - Logged In / Non Logged in / Loan Transfer user and provided related information
Logged In User - Recent transactions related information / FAQ
Non-Logged In User - Blogs and Prequalification leads information.
Transfer customer - On-boarding information.

Search Interaction
Let’s look at search interaction deeper
I wanted the search to be as valuable and informative as possible. It should help the homeowner to go needed type of information either Blog/ Video/ Forms.

On click, it will display the trading topic at that time.
On typing the keyword, it shows the different content types for that keyword.

Mobile Version:

Search Results Page

The keyword search result page shows various content types for that word.

Sections Page
This is the individual section page. It shows all the blogs/ forms/ videos under each topic in that section. Quite simple.

We decided to give an option to switch between each section from here and as well search if he/she couldn’t find the desired content there were looking for. The structure is very simple and straightforward. On scrolling, the tab selection moves from one to another. On clicking the page auto scrolls to the particular section.

This is how the page looks in the mobile version.

Q&A / Video Page
This page contains steps & links to additional information such as related forms & videos on this topic.

We thought of getting feedbacks from the users on the content by asking the question "Was this information helpful?" at the end of the blog. Based on the feedback the legal content team will curate the content.

How did the product perform? A lot of these were significant additions and improvements to the existing 5-year-old outdated design & information architecture.

These are the outcomes. We took QoQ data before and after implementing the support portal and overall we achieved a 20-30% drop in call rates.

And also there is a significant rise in the JD Power score over the year from 749 to 832/1,000 which is par with the avg industry score.

Link to prototype

It was great learning & challenging task than I expected, and we have seen the outcome with tremendous numbers which fulfil our extra-mile effort. And… That’s a wrap! I hope you guys found this case article useful and informative :)

MrCooper.com - Help & Support Portal Mr. Cooper's brand new help & support portal helps homeowners to get instant resolutions & more self-service experience.