The problem
The document upload process for mortgage application journeys is confusing for Bank of Ireland customers. Multiple documents such as salary certificates, declarations of received funds, Direct Debit forms etc, need to be downloaded, filled out and the hardcopies posted to the bank.
Solution
Digitise this segment of the application by adding the ability to upload completed documents as part of the mobile journey redesign.
How I helped
I worked with our Researcher and Designers to create the copy for the new document upload process, and participated in user testing.
