RBC

The Problem
RBC's mobile app didn’t offer clients a way to get information for their mortgage needs which could range from education, tools, or resources leaving clients feeling less confident in home-related decisions and at risk of switching to a competitor to fill the gap.

Data
6.3 million mobile active clients without an RBC mortgage
1.1 million mobile active clients with an RBC mortgage

Opportunity
To reach clients in their channel of choice to help them through each phase of their home journey with personalized experiences and advanced conversations to drive behaviours.

Solution
With the research insight that the mobile channel is the preferred channel of choice for our clients we designed a dedicated homeownership space within RBC's mobile app that gives clients contextual education, tools, and direct access to mortgage experts covering everything from affordability and rates to renewals, refinancing, and switching built to serve both existing mortgage holders and prospective ones.

Impact
An increase in mobile assisted cross-sell of home financing
~25,000 page visits to the new home space MoM
~5000 interactions with the calculators MoM
~150 advisor connects MoM

Role: Visual Design & UX Lead, Component Library Lead
Team: Cross-functional, ~15 people (Design, Product, BA, Development)

Contributions
Visual Design
User Experience
Stakeholder Alignment
Design Systems
Component Design

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