The Freddie Mac Multifamily business has grown successfully over the years to serve its customers’ needs alongside market demands. To ensure optimal alignment for continued success, the division wanted to review and better support a critical stage of the loan lifecycle. Informed XP was engaged to conduct a series of Customer Journey studies in order to identify pain points and opportunities for improvement.
What We Did
Informed XP planned and executed a series of research activities to ensure comprehensive review of lifecycle stages, assets, tools, workflows and players. We worked closely with the Multifamily project team to engage stakeholders from across the organization in meaningful sessions including 90+ stakeholder interviews, 50+ contextual inquiries and multiple cross-functional workshops. Feedback was captured throughout the engagement to ensure alignment with ongoing initiatives. Outputs included a visualization of the current user journey, a proposed future state, a detailed report and an extensive inventory of pain points and opportunities.
The results were invaluable to the organization and delivered both immediate and long-term impact, including:
- Identification and prioritization of issues, some of which were addressed right away;
- Understanding of current end-to-end processes across the business;
- Input into the development of a starter roadmap; and
- Documentation of a repeatable process for future efforts.