Designed and delivered an online mortgage management platform for more than 50,000 Resimac Group customers — giving them full control to manage their mortgages and move money around 24/7 via web or app.
Resimac Group's 50,000+ mortgage customers had limited ability to self-manage their loans digitally. Viewing balances, checking repayment details, tracking loan portions, and moving money between accounts all required phone calls or branch visits — creating friction, delays, and unnecessary load on customer service teams.
The brief was to design and deliver a fully self-service online mortgage management experience — available 24/7 via both web and mobile app — that gave customers complete visibility and control over their home loans without needing to contact Resimac.
Analysed customer support contact reasons and conducted interviews with Resimac mortgage holders. Identified the highest-frequency tasks — balance checks, repayment queries, and fund transfers — as the core self-service priorities.
Mapped the full scope of loan management tasks across customer types — single loans, multi-portion structures, and split accounts. Defined the information hierarchy needed to surface the right data without overwhelming users.
High-fidelity designs for the loan dashboard, account detail views (overview and transaction tabs), repayment detail screens, and fund transfer flows — across web and mobile breakpoints using Resimac's design system.
Usability testing with existing Resimac customers across varied digital confidence levels. Iterated on the loan portion labelling, repayment summary layout, and the fund transfer confirmation flow to reduce confusion and build trust.
Many Resimac customers hold multi-portion loans — where a single mortgage is split across multiple accounts with different rates and terms. The dashboard was designed to surface this complexity clearly, showing each loan portion with its own balance, redraw availability, and account details, without requiring customers to understand the underlying financial structure to navigate confidently.
The account detail view gave customers a complete picture of their loan in one screen — credit limit, interest rate, estimated loan term, and upcoming repayment amounts — alongside a full transaction history. The "More Actions" pattern kept advanced functionality accessible without cluttering the primary experience.
By putting these capabilities directly in customers' hands 24/7, the platform reduced reliance on phone support and gave Resimac customers the same level of digital control they expected from the major banks.