- #1 Barclays (95.05%)
- #2 Lloyds (91.83%)
- #3 TSB (91.15%)
Key intermediary findings include:
- Tesco Bank scores full marks for best intermediary mortgage provider online experience – due to their simple yet delightful site full of modern UI patterns. Tesco truly sets the bar for other intermediaries to follow in this space
- Overall winners and losers for online intermediary experience – 1st Tesco, 2nd Vida Homeloans and 3rd TSB. Bottom three include 15th Aldermore, 16th Dudley and 17th Magellan
- High street lenders lead the way – with specialist lenders failing behind high street lender in user experience. For instance, only high street lenders researched provided customers with self-service Agreement in Principle / Decision in Principles
Lusted adds: “The mortgage space is a complex and congested beast. However, lenders can stand out through low costs and easy online intermediary experiences. For instance, ensuring their websites are straightforward to navigate around and accessible – whatever method brokers and customers chose to browse on. With the boom of robo-mortgage advisors beginning, it’s increasingly important for established lenders to invest in technologies to improve customer experiences. Barclays and Tesco have clearly invested heavily in their mortgage UX, their attention to the small detail really pays dividends to the end user and their business.”
Craig Calder, Director of Barclays Mortgages comments: “We’re really proud to see that the online access and experience for our mortgage customers has been highly rated. We understand that buying and selling a home is not always straightforward, however, we want the mortgage experience to be a stress-free process. We continually invest in technology that helps to make the customer journey easier.”
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Dock9’s User Experience team used a combination of their heuristic process and user testing with 50 users to review all 19 companies. The heuristic process involved Dock9 experts reviewing each website and giving a standardised score of 1, 0 or -1 in 52 different categories. Each key area was reviewed against a set of six heuristic categories with a total of 52 individual review points. Dock9 combined this with real-world user testing with 50 users, setting tasks and analysing feedback and results.
The mortgage firms reviewed include Aldermore, Barclays, Bluestone, Dudley, First Direct, Halifax, HSBC, Kent Reliance, Lloyds Bank, Magellan, Nationwide, NatWest, Pargon Mortgages, Pepper, Precise Mortgages, Santander, Tesco, TSB and Vida Homeloans. These firms vary across high street and specialist lenders.
Dock9 is a financial experience design agency. We exist to help financial services companies adapt and achieve their full potential in an ever-changing digital world. We unlock opportunities through digital innovation, delivering impressive business results for our clients and a great experience for their customers. We achieve this through user-centric design, solid business analysis, creative thinking and first-class technical delivery. We also optimise market, support and report on our projects after launch to ensure we are always delivering significant business results.