Transforming experience for a mortgage servicer

Acenden (previously part of Lehman Brothers bank, known as Capstone) is a leading UK mortgage servicer. They manage 65,000 loans with a value of over £5bn. Our extensive user analysis process highlighted key issues with their old site.

We discovered the site was focussed on a very small percentage of users, hindering the user journey for most. Self-service functionality was hard to find, resulting in unnecessary calls to their helpline. In addition a high proportion of their visitors were using mobile devices but were not being served an optimal mobile user interface.


Our solution was to build an entirely new, responsive website for Acenden. The user journey has been switched on it's head and is now focussed on making it easy for their primary users to perform their tasks on the site. Self-service functionality is clearly highlighted to relevant users, reducing unnecessary call centre 

It is responsive to mobile and tablet devices, automatically recognising them and delivering a user interface that is optimised for the device. It is also built on Sitefinity, a market-leading, powerful Content Management System that has empowered non-technical staff to manage the content of the site.

Client testimonial

Mark Godson, Head of Communications at Acenden commented:

“We contracted with Dock9 following a competitive tender process, to deliver a new website for us. Our brief was tough, in that we wanted a number of outcomes, delivered for a fixed price. They included provision of a responsive website that can be viewed effectively from mobile devices; maintenance of integral links to our existing secure customer payment capabilities and account access; a sympathetic refresh of our branding; amendments to content; incorporation of seamless links to a third-party recruitment portal; and introduction and delivery of a Content Management System that we could take on and use to update the website ourselves. Led by Dock9’s Managing Director, Mark Lusted, who was personally involved throughout the project and led from the front, all the outcomes were successfully achieved. Dock9 were creative, focused, very helpful and flexible and supportive throughout the project and afterwards, which was particularly valuable. We are really pleased with Dock9’s work, and would not hesitate to consider them again for future web work.”