The Co-operative Bank — Home Loan refix

Eligible customers can now refix their fixed home loans 60 days prior to their rollover date within minutes using the Co-op mobile app.

Problem to solve

• Ensure that the Home loan refix process is smooth and hassle-free to make the process as easy as possible for customers to do that at the own time and pace
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• To clearly communicate the online discount benefits of using the app for home loan refixing compared to traditional in branch refix process

• Ensure that the refix flow follow regulatory requirements and industry standards to mitigate legal and compliance risks

• Design the app to automate some manual refix processes wherever possible, reducing branch costs and improving efficiency.

• Sprinkle in some brand moments with the Brand team to lighten up the refix process!

Design solution

Final outcome

The in-app Home loan refix flow has resulted in 543 refixes within the first two months of feature release.