Freddie Mac

— Services

Digital Transformation + Customer Journey
Reducing friction, enhancing CX across the loan lifecycle

— The Context

The digital revolution has forever changed…

how businesses operate and what their customers expect. Driven by cloud computing, AI and other emerging technologies, organizations today must evolve to meet the growing demands of a customer-centric, agile marketplace, all the time and from anywhere.

— The Challenge

One of the nation’s top 50 largest corporations…

Freddie Mac touches millions of borrowers, real estate and financial professionals. To keep up with the needs of these stakeholders and the organization serving them, the company wanted to better understand key tasks, needs, pain points and opportunities along various workflows and lifecycles.

— The Solution

Based on our experience leading similar engagements…

We crafted a structured, multi-phased plan to assess both quantitative and qualitative aspects of the journey including business review, user research and journey development and recommendations.

In order to bring actionable, effective solutions forward, we relied on both primary and secondary research methods to generate and verify data. We conducted stakeholder interviews, workshops and contextual inquiries, determining both real-world friction points and opportunities. Our materials review, industry research and application walkthroughs brought additional data points that fed a dynamic approach which allowed us to adapt and customize activities along the way.

Throughout the process, we partnered with stakeholders and experts across the organization to understand dynamics both broadly and deeply and to incorporate feedback. We held working sessions, read outs and reviews to ensure accuracy, resonance and meaningful impact.

The result was a valuable and comprehensive set of deliverables, including:

Current and future journey maps
Extensive reports detailing findings, insights and recommendations
Inventory of pain points

This work has led to beneficial, near-term solutions such as cycle-time savings and increased productivity as well as input and requirements for strategic planning and roadmaps.