Don't let the mortgage get in the way of buying a home

AEDAS Homes came to us with a clear challenge: the mortgage process during a home purchase was complicated enough to make some buyers walk away. The starting point was a simple question: how could we make it easier?

To answer it, we looked at how the internal teams understood the process and spoke with a range of customer profiles. That work helped us identify their pain points, unmet needs, and the opportunities for improvement that existed throughout the journey.

From there, we ran ideation workshops with the AEDAS teams to explore potential solutions. We prioritized the most effective and feasible ones, then designed the customer journey, service flow, and communications needed at each touchpoint.