Wells Fargo Home Mortgage
From 2002 to 2007 I was the VP of User Experience for Wells Fargo Home Mortgage. I was responsible for the user experience of all projects relating to Wells Fargo’s Home Mortgage web site at www.wellsfargo.com/mortgage.
- Lead development of user experience deliverables including user profiles, user scenarios, taxonomies, content development, functional requirements, wireframes, and user flows.
- Managed staff of information architects and content strategists.
- Managed the schedule of all user experience deliverables.
- Created and maintained user experience program.
- Developed and implemented usability methodologies including heuristic evaluations, usability testing, and ongoing analysis through development of tracking reports and surveys.
Project Highlights
www.wellsfargo.com/mortgage – Complete redesign (content, organization, navigation, search optimization, UI design) of mortgage customer-facing website including development of online applications for sales and servicing. Complete transition from a consumer “research” site to a full mortgage lifecycle site. Wells Fargo Home Mortgage was rated #1 in Online Customer Experience for multiple years by Change Sciences and captured more leads than any direct competitor.
Deliverable Examples (click on images to enlarge)
User scenario
Today's Rates wireframe
Mortgage application process flow
Mortgage application wireframe
Mortgage servicing sitemap
Mortgage servicing wireframe