The online mortgages program helps customers to receive a pre-approval in minutes. It's a one stop shop to find the right mortgage product, apply for a home loan and follow up your case progress.
Applying for a home loan has long been one of the most intimidating financial experiences a person can go through — dense forms, opaque processes, and no clear sense of where you stand until weeks later. Resimac's Online Mortgages program was designed to fundamentally change that: giving customers a single, guided path from product discovery through to pre-approval, in minutes rather than days.
The program needed to serve multiple customer types — first-time buyers, refinancers switching from major banks, and investors — each arriving with different needs, confidence levels, and definitions of what "straightforward" looked like. The design challenge was building a single flow adaptable enough to feel personally relevant to all of them.
Interviews with buyers, refinancers, and investors at different stages of the mortgage journey. Mapped the emotional arc of applying for a home loan — identifying where anxiety peaked and where customers most needed clarity and reassurance.
Defined the intent-first entry model: before asking a single question about finances or property, ask customers what they want to do. This single routing question (Refinance / Buy / Already bought / Continue) personalised every subsequent step and eliminated irrelevant fields from each journey.
Designed the full 8-step pre-qualify flow in Figma — from intent selection through property details, loan purpose, and financial summary. Inline drawers kept the user in-context when additional detail was needed, avoiding disorienting navigation jumps mid-application.
Usability testing across all three customer segments. Key iterations addressed the refinancing path (which required the most reassurance), property type selection clarity, and the progress indicator to ensure customers always felt oriented within the 8-step flow.
The flow opens with a single, clear question: "What would you like to do?" Four options — Refinance an existing loan, Get pre-approval to buy a property, Get a loan for a property I've bought, or Continue an existing application — immediately route the customer into a personalised journey. From that point, every screen, every question, and every label is contextually relevant to their specific goal. Refinancers see screens about their existing property. First-home buyers see screens about what they're looking for. The progress indicator ("PRE-QUALIFY 1 of 8") keeps customers oriented throughout.
The property details step demonstrates how the flow handles complexity without overwhelming: an inline drawer opens to capture property specifics — purpose (live-in or investment), address, and property type — without taking the customer away from the main flow. This pattern repeats across the journey, keeping the primary screen clean while allowing depth where needed.
"We were delighted with the straightforward and relatively easy process to refinance our existing home loan from Macquarie Bank."
Resimac customer — refinancer