Design Direction for CX—Customer Experience

 

 

 

The 18 member Newrez CX Team spent months researching, interviewing and leading collaborative sessions to answer these questions and to develop a creative vision forward for the company.

  

This site was created to share the team's findings and explain the path forward as the future state was being deployed.

 

To acheive this the site also needed to serve as an educational tool for employees. It needed to teach the principles of CX Design and how these would inform the decision making process in the company's move away from being transactional and impersonal to becoming personalized, adaptive, and helpful. 

 

The individual sections of the website and its presentation of product offerings continually reiterate this in an effort to influence employee behavior. The synthesis of the findings are paired with the corollary of teaching a customer-centric approach internally to employees when they initiate business solutions. Solutions should begin with the customer and build trust in their interactions with Newrez: finding a home, financing their home purchase, managing their home and someday selling it. Coupling this with new technologies, product offerings, and customer service processes, the goal is to position the company to increase both market share and brand affinity.

 

After contributing to the CX design and future-state vision, I also created all of the graphic and illustrative assets for this site.

 

The site was extremely well received and led to conversations with other departments on how the process of CX design could be implemented within their teams. Specifically, it fueled initiatives at the highest levels of the data management team on what needed to change in the new data infrastructure they were building. I led discovery sessions to help them think about how they could classify, personalize and present their data offerings to match the needs of their consumers, the 10,000+ Newrez employees.